CX Training Facilitator

BambooHR
United States
Workplace: OnsiteFull timeFunction: Education & TrainingExperience: 2+ yearsSkills: ["Coaching","Communication","Adaptability","Inclusion","Professional judgment"]

Independently facilitate onboarding and skill-development for Customer Experience roles, delivering instructor-led training and guiding learners through digital/AI-supported modules. Coach and assess learner proficiency through role plays, simulations, and feedback using AI-assisted insights and training systems. Monitor cohort health in LMS/Wrike, document progress, and escalate sensitive issues appropriately. Partner cross-functionally to improve training materials, workflows, and learner outcomes while modeling BambooHR values.

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FursaFursa
BambooHR
BambooHR
1 day ago

CX Training Facilitator

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Independently facilitate onboarding and skill-development for Customer Experience roles, delivering instructor-led training and guiding learners through digital/AI-supported modules. Coach and assess learner proficiency through role plays, simulations, and feedback using AI-assisted insights and training systems. Monitor cohort health in LMS/Wrike, document progress, and escalate sensitive issues appropriately. Partner cross-functionally to improve training materials, workflows, and learner outcomes while modeling BambooHR values.
Location: United States
Workplace: Onsite
Employment Type: Full time
Job Function: Education & Training
Seniority: Mid level

Key Responsibilities

  • •Independently facilitate onboarding and skill-development programs for all CX roles, delivering instructor-led sessions and guiding learners through digital/AI-supported modules.
  • •Create a psychologically safe, inclusive learning environment using adult learning principles, managing group dynamics and equitable participation.
  • •Coach and assess learner proficiency via observations, role plays, simulations, and practice work; deliver timely, behavior-based feedback using AI-assisted insights alongside evidence and coaching interactions.
  • •Conduct learner check-ins and document progress, wins, risks, and next steps in Wrike and other training systems to maintain cohort visibility.
  • •Monitor cohort health using LMS and training signals, identify performance patterns, intervene within policies, and escalate sensitive/high-risk concerns to the right partners.

Pay and Benefits

Perks:Health InsuranceLife InsuranceDisability Insurance401kPaid LeaveParental LeaveVolunteer Time

Key Requirements

  • •2+ years facilitating instructor-led training, enablement, or onboarding in a customer-facing support/CX environment (or equivalent cohort/coaching experience).
  • •Ability to independently lead end-to-end training cohorts, manage classroom dynamics, and adapt facilitation within established standards.
  • •Strong coaching and feedback skills, including learner performance assessment, documentation, and readiness decision-making aligned to defined criteria.
  • •Data-informed mindset to interpret training/performance signals and AI-assisted insights, validate trends, and translate findings into actions.
  • •Experience working accurately across tools/systems (e.g., LMS, Wrike, trackers/dashboards, and collaboration tools like Slack).
Experience:2+ yearsSaaSCustomer experienceHR softwareOnboardingCustomer support
Skills:CoachingCommunicationAdaptabilityInclusionProfessional judgment
Languages:English
Tech Stack:AIWrikeLMSSlackDashboardsTrackers

Company Brief

BambooHR
Provides cloud-based human resources software that streamlines HR tasks including employee onboarding, time-off tracking, performance management, and HR analytics for small to mid-sized businesses, centralizing people data and automating HR workflows.
Industry: HR Tech
Company Size: Enterprise (1,001+ employees)
Growth: Established Company
Headquarters: Lindon, United States
Founded: 2008
WebsiteLinkedIn