Customer Experience Training Specialist (Remote)

Your Impact:

• Designs, develops, and delivers comprehensive training programs for customer service staff, team leaders, and supervisors covering new clients, products, work processes, system enhancements (including Five9), and behavioral skills through in-person, virtual, and web-based sessions.

• Manages and maintains the Five9 contact center system, ensuring alignment with business needs through proper configuration, user account management, and permissions.

• Creates, updates, and maintains training documentation and resources that clearly outline service standards, systems tools, policies, and procedures to support consistent staff performance.

• Partners with department leadership to assess staff competencies, identify skill or knowledge gaps, and implement targeted training or coaching solutions.

• Conducts quality audit activities (e.g., reviewing calls, policies, and notes) to ensure accuracy, compliance, and a positive customer experience; recommends and implements corrective actions as needed.

• Collects and reports on training and quality metrics using call monitoring and shadowing data to measure program effectiveness, identify trends, and recommend ongoing improvements.

• Maintains up-to-date business knowledge across Life & Health and BIL units, insurance products, policy systems, and industry trends; collaborates with Corporate Learning & Development to continuously enhance training content and delivery.

Successful Candidates Will Have:

• Bachelor’s degree in business management, business administration, education, or related field of study.

• 5+ years working in a professional training environment with at least 2+ years of experience in instructional design. 

• Experience in a contact center environment with a focus on Five9 administration preferred.

• Strong interpersonal skills with a proven ability to interface effectively at all levels within an organization.

• Prior experience in the insurance industry is preferred including a Life & Health or Property & Casualty (P&C) insurance license also being highly desirable.

One80 Intermediaries is part of Arrowhead Intermediaries, a global insurance distribution platform that offers deep specialization, scale, and innovation across wholesale brokerage, program administration, and specialty insurance. With more than 7,000 professionals worldwide and a collective portfolio exceeding $18 billion in premium placed in 2024, our combined organization delivers a diverse trading platform for insurance carriers as well as expanded access and niche solutions for brokers and customers navigating complex and hard-to-place risks. The platform combines entrepreneurial culture with operational excellence to deliver tailored solutions and long-term value across the insurance ecosystem.  For more information, please visit one80.com. If you have any questions about this posting, please contact [email protected].