Trainer

Remote /
Customer Support /
Full-time
Binance.US’ mission is to provide liquidity, transparency and efficiency to digital financial markets by creating products that meet the needs of consumers and corporations across the globe. We build bridges between traditional finance and digital markets that enable growth for all participants.

Seeking an experienced trainer to create and manage training content. This role will work closely with the leadership team to assist with the new hire onboarding set up of tools and system access. The ideal candidate for this position will have experience training newly hired employees and existing continuing education for current employees. Interested candidates should have familiarity with crypto platforms, understand the customer journey of a crypto transaction, and exhibit strong training skills.

Responsibilities

    • Facilitate instructor-led training sessions for new and existing employees
    • Design and develop a range of learning experiences for staff and partners including in-person/virtual training, eLearning, and other innovative learning initiatives
    • Provide input on changes to improve curriculum, training environment, or other training deliverables 
    • Partner with People Operations to design programs that both smooth the onboarding process for new employees, and also support the development of leaders to expand their leadership capabilities 
    • Establish methods for measuring and reporting on learner engagement, retention, and application 
    • Collaborate with leaders and QA team to identify target audience's training needs
    • Provide written evaluations of employee performance to management
    • Collaborate with team leaders to share performance evaluation results and insight into individual development needs 
    • Maintain the training vendor partnership and provide general support as needed
    • Routinely measure and assess the proficiency and effectiveness of the vendor training and see that expectations are met 
    • Collaborate with management to gain knowledge of specific work situations requiring employees to better understand policies, procedures, regulations, technologies, and human relations are met 
    • When not actively involved in training activities, perform duties that keep the trainer in touch with local day to day operation, including supporting the Customer Success team with ticket volume  instructor-led training sessions for new and existing employees
    • Design and develop a range of learning experiences for staff and partners including in-person/virtual training, eLearning, and other innovative learning initiatives

Knowledge Management

    • Maintain knowledge management system with updated articles 
    • Work with the leadership team to draft and maintain SOPs 
    • Researches and instigates new procedures/processes that can improve efficiency and document quality 
    • Reduce the complexity of knowledge systems to improve employee access to information

Qualifications

    • 3+ years of experience as a trainer in a contact center environment
    • 1+ years of experience training within the crypto industry 
    • Strong interpersonal and networking skills with a strong ability to work in a team environment 
    • Ability to exercise critical thinking and strong problem-solving skills 
    • Possess exceptional presentation skills, strong written and verbal communication skills 
    • Energy and enthusiasm to engage training class participants 
    • Excellent computer skills with proficient use of Excel and other reporting/analytical tools including Visio, PowerPoint, and Word to create engaging presentations, job-aids, and process maps 
    • Flexible scheduling to cover morning, evening, and weekend shift requirements
Binance.US is an Equal Opportunity Employer. Our mission is to give all Americans access to digital assets, and we thrive because of the diverse and inclusive team that we are building. We do not discriminate against qualified employees or applicants because of race, color, religion, gender identity, sex, sexual preference, sexual identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, military status, or any other characteristic protected by local law or ordinance.