Trainer

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360 Direct Access

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤝 B2B

☁️ SaaS

🤖 Artificial Intelligence

💰 Non equity assistance on 2024-06

B2B • SaaS • Artificial Intelligence

360 Direct Access is a Deaf-led accessibility company that provides sign language contact center support, staffing, and accessible communication technology for businesses. They offer AI-powered, video-based customer support with sign-language-fluent representatives and a WebRTC-based platform designed by native Deaf users that requires no downloads. 360 Direct Access helps organizations improve access for Deaf, DeafBlind, DeafDisabled, and hard-of-hearing customers and employees, reducing call times and boosting customer retention, brand equity, and inclusivity.

📋 Description

• Train & Onboard New Reps - Run onboarding sessions for new Customer Support Representatives, covering our customer service best practices. • Create easy-to-follow training materials, guides, and reference tools that reps can actually use on the job. • Use role-plays, practice scenarios, and quick check-ins to help trainees feel ready and confident before they go live. • Support & Coach - Keep an eye on how new hires are doing after training and step in with extra coaching when needed. • Work with Team Leads and QA to make sure your training lines up with what great customer service actually looks like. • Run refresher sessions whenever new updates or process changes come down the line. • Track & Report - Keep clear records of who's been trained, how they're progressing, and where there are gaps. • Share what you're seeing with leadership so we can keep improving the training process. • Collaborate - Work closely with the CX Training Lead, Team Leads, and QA to make sure everyone is aligned on expectations and standards. • Be a connector between new reps and the broader support team to make sure nothing falls through the cracks. • Join team meetings and calibration sessions to stay current on quality expectations and process updates.

🎯 Requirements

• Fluency in American Sign Language (ASL) • Strong communication skills, both in ASL and written English • Ability to explain processes clearly and adapt your approach to different learning styles • Comfortable leading training sessions in a fully remote environment • Basic familiarity with video platforms and CRM or ticketing tools • Experience in customer support, training, or a coaching role (about 1 year is a great starting point) • Prior experience working with or supporting the Deaf and Hard of Hearing community • Background in QA or Team Lead work — this role grows in that direction

🏖️ Benefits

• 100% remote — work from wherever you do your best work • A supportive, collaborative team that has your back • Room to grow — strong performers move into Team Lead or QA roles as we expand • This starts as a contractor role, with the opportunity to become a full-time employee