Job Description

Our team supports Zendesk’s global Customer Experience (CX) organization and Zendesk customers through new onboarding, career progression, and any changes that require documentation & learning solutions. Our team is part of Continuous Improvement, which is responsible for consulting, designing, and enabling cross functional efforts within Zendesk Customer Experience Operations, and customers.

We are seeking a highly organized and skilled Senior Training Specialist to join our team. The Senior Training Specialist will be responsible for managing various aspects of training delivery, including classroom management, technology utilization, learner assessment and reporting.

The ideal candidate will have a strong background in training facilitation and development for a wide range of internal and external audiences, excellent communication skills, reporting and training analysis experience, and a passion for facilitating learning with a goal of improving customer and employee experience.

What you'll be doing

• Lead training initiatives and represent training throughout project development phases.

• Facilitate engaging and inclusive training sessions, adjusting style based on learner needs.

• Deliver top class learning experience to Zendesk customers.

• Schedule learners, track attendance, and ensure efficient classroom time management.

• Liaise with managers and team members to provide feedback and inputs for an optimal customer and employee learning experience.

• Gather feedback from customers and employees to enhance the overall training experience.

• Establish expectations, provide clear instructions, and model appropriate behavior.

• Use learning technologies to engage both internal Zendesk audiences and customers, while also overseeing virtual and in-person training technologies.

• Assess learner needs, modify instruction, and provide recommendations for improvement of both learning content and facilitation methods.

• Gather and organize learner data to support reporting needs.

• Using proven techniques for adult learning and virtual facilitation to ensure the successful transfer and validation of knowledge.

• Stay informed about current trends in adult learning and instructional design concepts.

• Demonstrate enthusiasm to maintain learner engagement and promote the benefits of training.

• Collaborate within and outside the team, practicing inclusivity and respect.

• Communicate effectively through active listening, concise verbal and written communication.

• Work independently with some direction, meet goals, and think strategically.

• Demonstrate product knowledge of Zendesk and address learner questions.

• Understand organizational levels, operations knowledge, and project management principles.

What you bring to the role

• 2 years experience in technical training delivery and development.

• Minimum of 2 years experience in customer/ product education.

• Zendesk product knowledge is highly desired.

• Excellent communication and presentation skills.

• Highly proficient in training measurement and reporting using G sheets and dashboards.

• Skilled in effectively navigating and using Learning Management Systems.

• Skilled in using virtual delivery and facilitation tools.

• Ability to apply adult learning principles and instructional design concepts.

• Strong organizational and time management skills.

• Highly adaptable in training environments.

Basic Qualifications:

• Bachelor's degree in a related field or equivalent experience.

Preferred Qualifications:

• Equivalent experience in Adult Learning, Instructional Design, or a related field is acceptable.

#LI-MJ1

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.