Looking for a job to get you out of bed?

As a CX Quality Trainer, you will be a critical stakeholder in helping the CX team build a foundation for providing best-in-class customer support and in facilitating their continued growth. You’ll be responsible for owning the relationship between CX and our call center(s) training partner(s). Our call center conducts training for the following reasons: onboarding, upskilling, performance gaps, and core skills. You’ll be tasked to both train the trainer(s) at our call center(s) and to maintain a relationship with each trainer by understanding and delivering to the vendor’s training needs & requirements. You’ll collaborate with the L&D team for all product launch trainings and own the scheduling of the program for HQ & call center sessions—ensuring that the communication plan is sent to the right roles on CX, tracking that the training is completed by all team members and that subsequent evaluations are completed. Additionally, you’ll help evaluate policy decision outcomes to determine if training is needed for CX, then meet with stakeholders to review launch material and determine a plan for creating/updating CX training content. As CX Quality is a constantly evolving team, you are comfortable with working with uncertainty and are driven by executing Casper’s mission, vision and values in your day-to-day work.

Casper (Casper.com) believes everyone should sleep better. The Sleep Company has a full portfolio of obsessively engineered sleep products—including mattresses, pillows, bedding, and furniture—designed in-house by the Company’s award-winning R&D team at Casper Labs. In addition to its e-commerce business, Casper owns and operates Sleep Shops across North America and its products are available at a growing list of retailers.

We are deeply committed to building a diverse and inclusive workforce so that we represent all those who dream big equally.

When you’re not catching zzz’s, this is what you’ll do

• Facilitate training sessions that are aimed at ensuring the best customer experiences while engaging a variety of learning styles
• Monitor KPIs for CX performance goals and CSAT engagement to develop continuous refresh trainings that drive improvements to support team performance
• Ensure you’re up to date with current policies, processes, and best practices for all CX inbound workstreams
• Work closely with L&D, CX Support, Quality, and Ops; and our call center partner to ensure training materials are up-to-date and reflective of CX best practices
• Work closely with CX leaders to appropriately schedule trainings for the CX Support teams
• Own the scheduling, facilitation, and success of CX’s 3-4 week onboarding program approximately 6x/year
• Deliver real time feedback to current new hires and lead weekly 1:1s to ensure that they meet minimum performance standards; monitor attendance and behavior, and address issues if they arise
• Become an expert in effective training delivery, engaging a room, and inspiring learning
• Create and encourage a collaborative, positive atmosphere for learning
• Execute dynamic learning activities, working on a 1:1 and group level to ensure effectiveness
• Travel occasionally throughout the year to support trainings or vendor partnerships

Our dream candidate

• A driven advocate for the customer who understands what it takes to deliver memorable Casper customer experiences
• Highly professional, as reflected in their overall attitude, timeliness, and teamwork
• Committed to company and team goals—willing to shift priorities, focus, and initiatives depending on business needs
• Able to work collaboratively and deliver to actionable plans across groups and teams
• An excellent communicator with an ability to simplify concepts and to tailor messaging for specific audiences
• Exceptionally organized and attentive to detail, with planning and prioritization skills that don't falter in a fast-paced work environment
• Proficient in all things Casper (brand, ideology, products, internal systems), as well as the efficient and correct resolution of customer and team needs
• Patient and empathetic; calm and collected under pressure
• Someone who consistently demonstrates good judgement and discretion and takes feedback well
• Someone who has a strong sense of urgency, ownership, and personal responsibility
• Willing to roll up their sleeves and jump in when a situation requires it, demonstrates a “no task too small” mindset

The syrup on your waffles

• Participation in our HQ bonus program for some splurging
• Medical, vision, and dental insurance to help you with those coughs or cavities (too many waffles...)
• Wellness programs like cash incentives for tracking sleep and fitness, and virtual programs like apps for meditation and mindfulness
• Unlimited vacation policy.  If you need time off just take it; we trust you!
• A full gifted bed set when you join and product discounts for friends and family!

If you dream about this stuff this job is probably right for you.  We look forward to learning more about you!