Learning & Development Specialist

Auctane•Austin, TX

10d•Hybrid

About The Position

The Learning & Development Specialist for ShipStation Global Brands Support is a strategic, hands-on role responsible for designing, delivering, and continuously optimizing training programs that affect new-hire performance, customer satisfaction (CSAT), and employee experience (eNPS). The role owns the onboarding lifecycle, supports trainer excellence, and drives training innovation, with targets of a 75%+ graduation rate, 90% CSAT, and +35 eNPS. The position is part of the ShipStation Global CX Learning & Development Team, which creates and manages learning programs aligned with organizational goals, including employee and customer education, product release readiness, content development, knowledge management, and customer experience journey design. The position is hybrid, with three office days each week, Tuesday through Thursday, in Austin, Texas. Up to approximately 15% travel may be expected to deliver learning programs or pursue professional development. The role owns onboarding program design and refinement, maintains learning content and systems, develops and evaluates trainers, analyzes training and feedback data, partners with Support and Operations stakeholders, supports post-onboarding upskilling, and promotes recognition and engagement. It uses learning technologies and tools including Docebo, Articulate Rise, AI tools, and microlearning approaches.

Requirements

2–3 years of experience working in a customer-facing role.
1–2 years of experience working within a SaaS organization.
Strong written and verbal communication skills, including the ability to explain complex concepts simply.
Ability to keep learners engaged and adapt training approaches as needed.
Basic understanding of adult learning theories, including Andragogy, Self-Directed, and Experiential learning.
Basic understanding of instructional design models, including ADDIE, UbD, and ARCS.
Basic understanding of learning management system administration, including Docebo and Articulate Rise.
Proficient in two or more ShipStation Global products and/or service offerings.
Intermediate proficiency with Microsoft 365.
Intermediate proficiency with Confluence.
Intermediate proficiency with Docebo/Articulate Rise.
Ability to perform the essential duties satisfactorily, with reasonable accommodations available for individuals with disabilities.
Ability to sit for prolonged periods and use wrists and hands for prolonged periods; walk short distances; stand for short periods; speak and converse with others; and lift up to 25 pounds without assistance up to chest height.

Nice To Haves

3–5 years of experience in learning and development, enablement, or support operations.
Experience with data reporting, learning management systems, content design, and video editing tools.
Proven success aligning training programs to performance metrics.
Strong facilitation and stakeholder management skills.
Familiarity with Asana project management software.
Familiarity with video creation and editing software.

Responsibilities

Design, deliver, and refine onboarding journeys based on performance data.
Develop graduation criteria and ensure at least 75% of trainees meet readiness benchmarks.
Collaborate with Operations to align training timelines with hiring needs.
Maintain an up-to-date knowledge base and adaptive learning content.
Create and edit training videos for internal and external users.
Use technology, including Docebo LMS, AI tools, and microlearning, to improve training impact.
Ensure training materials reflect brand tone, values, and key metrics.
Lead Train-the-Trainer certification and conduct regular trainer coaching, audits, and performance reviews.
Create a quality assurance framework to ensure consistent training delivery across sites.
Monitor new-hire metrics throughout the eight-week training program, using a point system to measure success after each semester.
Report on graduation rates, CSAT trends, and agent sentiment (eNPS), and drive improvements through post-training surveys and feedback loops.
Conduct bi-weekly syncs with Support and Operations leaders to review training progress and upcoming needs.
Run quarterly training impact reviews linking KPIs to training outcomes and represent trainee perspectives in leadership discussions.
Build 90-day upskilling roadmaps and partner with Quality Assurance to target training for underperforming cohorts.
Create just-in-time knowledge tools, such as chat-based support and job aids.
Launch programs recognizing trainer and trainee excellence.
Integrate brand culture into onboarding and foster a sense of community from day one.
Travel, up to approximately 15%, to deliver learning programs or for professional development opportunities.