Training Manager - Freelance, Remote

Magic

1d•Remote

About The Position

The Training Manager will build and lead training for a growing Customer Experience team at a premium health and wellness brand. The role owns onboarding and ongoing learning across product science, brand voice, software platforms, soft skills, and AI-enabled ways of working. The goal is to help agents become confident, on-brand experts and deliver consistently high-quality customer care. The position designs and continually improves interactive curricula, training materials, and certification checkpoints; facilitates engaging live virtual sessions; coaches agents; and manages cohort scheduling and logistics. It translates product science and standard operating procedures into clear, memorable guidance, maintains accurate knowledge-base content, and builds a centralized knowledge management system. The Training Manager also develops and maintains the CX team’s AI training curriculum and refines internal AI-driven knowledge tools. They measure new-hire ramp performance and training effectiveness, use data to improve programs, partner with CX leadership on skill gaps and refresher training, and help instill the company’s culture and values. This is a remote freelance role requiring 40 hours per week. Compensation is $7 per hour, with no benefits package included.

Requirements

Proven experience building and delivering training programs in a customer-facing environment such as a call center, retail, or hospitality.
Extensive experience leading live, interactive, on-camera training sessions.
Strong presentation and public speaking skills.
Hands-on experience with AI tools and modern knowledge management platforms.
Excellent written and verbal communication, with sensitivity to tone, empathy, and brand voice.
Strong organizational skills to manage curriculum development, scheduling, and performance metrics.
Ability to design curricula and build interactive learning materials.
Ability to use performance data to improve training.
Reliable internet connection and a quiet workspace.
Provide own computer with an Intel Core i5 or similar or higher operating system.
Work 40 hours per week.

Nice To Haves

Experience with CRMs, helpdesk platforms, e-commerce management platforms, and internal communication tools.
Experience building or maintaining a centralized knowledge management system.
Prior training experience at a supplement, wellness, or direct-to-consumer e-commerce brand, or at a global brand known for high-touch customer service.
Computer with at least 8GB RAM and an Intel i5 or AMD Ryzen 5 processor or higher.
Internet speed of at least 40 Mbps.
Headset with an extended, noise-canceling microphone and a webcam.
Backup computer and internet connection.
Quiet, dedicated workspace at home.

Responsibilities

Build and continually improve onboarding and ongoing training covering product science, brand voice, software platforms, and soft skills.
Create interactive training materials and certification checkpoints aligned with brand voice and operational standards.
Facilitate high-energy, on-camera training sessions for remote new hires.
Provide agents with direct, constructive feedback delivered with care and encouragement.
Manage training session scheduling and cohort logistics.
Translate complex product science and SOPs into clear, memorable content agents can apply in their work.
Create and maintain accurate, on-brand knowledge-base cards and a centralized knowledge management system.
Design and own the AI training curriculum for the CX team.
Train and refine internal AI-driven knowledge management tools, and identify new AI tools that could improve learning and work.
Measure new-hire ramp performance and training effectiveness, and adjust the curriculum based on data.
Partner with CX leadership to identify team-wide skill gaps and develop targeted refresher programs.
Embody and instill the company’s culture and values from a new hire’s first day.