L&D Specialist
Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy and increase economic freedom around the world.
There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.
Coinbase's Customer Experience (CX) organization plays a critical role in achieving that vision. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. Our subteam, CX Knowledge Management, supports global, customer-facing content creation and maintenance, localization efforts, and training . We are looking for a talented, proactive training specialist to join our remote team and support teams based around the world.
As a Learning & Development Specialist, you would be responsible for the development and implementation of e-learning and instructor-led training plans, across internal employees and our BPO partners, in line with business objectives and strategies. You would also partner with functional leadership, our quality assurance team, and CX analysts to understand learning and development opportunities within the team, modifying existing trainings and adding content to our training library as necessary. You have a passion for education, especially e-learning, and the opportunities it affords people.
What you’ll be doing (ie. job duties):
- Craft e-learning modules within our LMS environment and deliver instructor-led training remotely.
- Drive activation, retention, and deeper engagement with our product and CX workflows through scaled learning.
- Translate CX’s core concepts into relatable training sessions customized to your audience in a scalable way.
- Ensure complex and technical aspects of our workflows are approachable to a wide range of audiences.
- Work with management in the effort to improve, modify, and streamline training processes to address inefficiencies, control gaps, manage constantly evolving products, and ensure all training experiences meet the Coinbase level of quality.
- Understand training effectiveness metrics, working with management to analyze data and review, editing and redesigning existing curriculum as needed.
- Partner with peer counterparts in Global Content and Localization to identify synergies and craft unified strategy.
- Understand and be able to address with high accuracy customer issues the Support team handles.
- Evaluate curricula to ensure an optimal experience for learners.
- Partner with management on continual learning programs to ensure global representatives remain at the cutting edge of new content and procedures.
What we look for in you (ie. job requirements):
- Training and facilitation experience and strong interest in e-learning.
- Experience training and facilitating groups of people in physical and remote environments.
- Experience creating training curriculum.
- Positive, growth-oriented mentality (You’re energized by developing people’s strengths and continuous learning!).
- Some travel to Coinbase offices and vendor locations (depending on business need).
Nice to haves:
- Experience in developing and delivery of content via rapid development tools and learning management systems.
- Previous experience in crypto, finance, or fintech.
- Understanding of Google apps, Excel, Jira, or Salesforce Service Cloud.
- Experience in project management, analytics, and/or quality assurance.
ID: R22970
Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
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