Specialist - Customer Care Training & Technology

The Wendy's Company•Dublin, OH

13d•$25 - $42•Onsite

About The Position

When our square shaped burgers made their first sizzle on the scene more than 50 years ago, people knew our approach wasn’t like any other. Same goes for the way we support our employees. Our culture of openness, flexibility, and inclusiveness allows everybody to flourish in their own way. If you’re looking for a career where you can be part of the action as we continue to grow our iconic brand – We got you! The Customer Care Training & Technology Specialist plays a critical role in optimizing the Customer Care team’s experience and effectiveness. This position is responsible for developing and delivering training programs to improve the skills of customer experience specialists. This includes creating training materials, conducting sessions, assessing performance and providing ongoing support to ensure customer experience specialists can effectively handle customer interactions and resolve issues. The Training and Technology Specialist will also manage knowledge systems and work with Customer Care leadership to ensure technology platforms meet evolving business requirements. The role serves as a key collaborator with and connector between Customer Care operations, third-party partners, cross-functional partners, and vendor teams; ensuring alignment, innovation, and consistent execution of brand standards across systems and processes.

Requirements

Bachelor's Degree or equivalent experience; B.A. in Business, Communications, Technology, Data Analytics, Computer Science, or related field is preferred.
3-5 years of experience in customer care, training, or systems management.
Proven ability to create and deliver impactful training programs.
Experience with Customer Care platforms, including Sprinklr, Cisco, etc.
Strong organizational skills with experience managing knowledgebase systems.
Excellent collaboration and written and verbal communication skills with the ability to influence across departments and vendors.

Responsibilities

Collaborate with QA, data analytics, and Customer Care operations to assess training needs and prioritize content areas.
Monitor and troubleshoot Customer Care technologies, including CRM platform, phone systems, and social listening tools.
Develop and deliver training materials and programs, leading both live and train-the-trainer sessions for internal and third-party teams.
Manage and maintain the internal knowledge base, ensuring accuracy, accessibility, and relevance.
Collaborate with internal teams and vendors on the design and implementation of new tools, processes, integrations, or features.
Proactively explore and propose system improvements or upgrades to support business growth and innovation.