Training Manager - Customer Support

WHO WE ARE

SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.

Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

 

SUMMARY

The Training Manager, Customer Support at SQUIRE is responsible for the strategic and operational leadership of training and quality initiatives within the Customer Support team. 

The Training Manager plays a pivotal role in building the training function for the Customer Support team by specifically creating, refining, and delivering training content while leveraging data-driven insights to address knowledge gaps, improve team performance, and enhance customer satisfaction. With a focus on results, this position combines strategic planning with hands-on leadership to foster a culture of learning, accountability, and operational excellence.

REPORTS TO

Director, Customer Support

JOB DUTIES AND RESPONSIBILITIES

• Training Program Development and Delivery

• Design, implement, and manage comprehensive onboarding programs for new hires, measuring 30-60-90 post training performance, ensuring a smooth transition into their roles

• Develop and maintain training content, including manuals, presentations, e-learning modules, and job aids, specifically designed to drive core KPI’s of: First Response Time (FRT), Customer Satisfaction (CSAT and Total Time to Resolution (TTR)

• Facilitate training sessions and workshops across multiple levels of customer support team members to enhance product knowledge, soft skills, and operational efficiency

• Identify training needs through collaboration with team leads, management, and feedback from support staff

• Quality Assurance Oversight

• Perform 4 QA reviews per agent, per month

• Review quality assessment data to identify trends, strengths, and areas for improvement across the team

• Use QA insights to drive training updates and focus areas for coaching sessions

• Provide feedback to team leads and management on quality improvement strategies

• Team Management and Development

• Foster a culture of collaboration and innovation within the training and QA team

• Prioritize and align team efforts with organizational goals to ensure maximum impact

• Performance Improvement and Collaboration

• Partner with Customer Support leadership to drive quality improvement initiatives and ensure alignment with department objectives

• Analyze performance data to assess the effectiveness of training programs and quality initiatives, making data-driven recommendations for enhancement

• Work closely with cross-functional teams, including Product and Operations, to ensure training content is accurate, up-to-date, and reflective of company objectives

• Develop and implement new hire training metrics with defined timelines to standardize agents ramp to proficiency

• Performance Analysis and Reporting

• Track and analyze training program outcomes using data and feedback to identify areas of success and opportunities for improvement

• Prepare and present reports on training effectiveness, trainee progress, and QA performance trends

• Recommend strategies to optimize training content and delivery methods based on data insights

The duties and responsibilities outlined above are not a comprehensive list, and additional tasks may be assigned from time to time based on business needs.

PREFERRED EXPERIENCE AND QUALIFICATIONS

• 5+ years of experience in training and quality management, or a related role within a customer support or contact center environment

• Proven ability to create engaging and impactful training content for multiple support teams (Tier 1, Tier 2, Advanced Technical), using various formats (e-learning, in-person, virtual, etc.)

• Strong analytical skills with the ability to interpret data and translate insights into actionable improvements

• Exceptional communication, coaching, and presentation skills

• Experience managing or supervising a small team

• Demonstrated ability to drive performance improvements and align team efforts with strategic goals

• Proficiency in using training platforms, learning management systems (LMS), and quality monitoring tools

• Familiarity with learning management systems (LMS), quality monitoring tools, and AI platforms

WHAT WE OFFER

• Competitive Base Salary ($80,000 - $100,000)

• New hire stock grant

• 100% employer paid medical, dental, and vision insurance for you and your dependents

• 401K plan with company contribution

• Generous PTO and Parental Leave policies

Interview Accommodations

SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to [email protected] and someone on our team will respond to your request.

EEO Provision

SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Pay Transparency Nondiscrimination Provision

SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

E-Verify Participation

SQUIRE participates in E-Verify. Learn more about E-verify here.