Skills Coach

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About the Role: 

At FluentStream, Clients are the Center of our Universe. The Skills Coach is a new role designed to develop our Client Support Team’s skills, and increase consistency and the overall effectiveness of our Streamers. This role will be responsible for quality and consistency of client facing support functions.  You will develop material and process to ensure a consistent and efficient delivery of service for all client facing teams. This role will report directly to the Director of Client Experience.

Responsibilities:

  • Support new hire training process and engage team members quickly
  • Develop a QA and audit system to track consistency across the client facing teams
  • Create and deliver workshops, individual coaching sessions, and lectures relevant to internal change management and our product to all levels within the company.
  • Provide regular feedback and coaching for the client facing teams.
  • Plan, create, and implement effective CX training curriculum based on company needs.
  • Maintain records of training activities and team member progress
  • Work collaboratively across all departments and create content in various formats
  • Create and edit training resources including videos and internal documentation.
  • Manage our SOP documents and ensure our knowledge library is current and effective
  • Build courses and develop auditing solutions to ensure employees are compliant and consistent with client support process
  • Develop and track metrics associated with learning paths and the overall coaching program
  • Make recommendations to increase training  and coaching efficiency and effectiveness.
  • Prepare hard copy training materials for training sessions.
  • Consulting directly with team members about their learning and development related needs and identifying solutions to best support them.
  • Maintain records of coaching activities and team member progress
  • Always maintain a customer service orientation.

About You:

  • Understanding of learning and coaching methodologies in addition to being a creative problem-solver
  • Effective presentation and facilitation skills.
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Consistent, exceptional communication skills, both written and verbal.
  • Strong customer service experience and project management skills.
  • Ability to learn new software quickly.
  • Ability to prioritize and self-manage while also taking direction as required
  • Experience in a similar role is required
  • Experience with SaaS and/or VoIP is preferred

Location:  We are a 100% remote based company, you will work from your home and can be located anywhere within the United States.

Compensation:  $45,000 – $55,000 per year

We offer:  

  • Company equity program
  • Health, Dental, Vision and Life Insurance
  • Unlimited PTO policy
  • Paid Family Leave
  • 401k plan
  • Professional Development / Education Reimbursement
  • Employee Assistance Plan
  • Pet Insurance

FluentStream is one of Colorado’s fastest growing companies according to Inc. 5000 and we are one of 2021’s Best Places to Work according to BuiltIn Colorado. We are a fun, fast-paced and innovative communication software company.  Our mission is to automate and simplify how businesses communicate with their clients. Our unified suite of cloud-based software apps provides a single-system to power, manage and improve live client communications.  We are a 100% remote-based company with employees all over the United States.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • iOS/SwiftLanguages
    • AndroidLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • CouchDatabases
    • AWS (Amazon Web Services)Services
    • QuickSightsAnalytics
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • NotionManagement
    • WordpressCMS
    • SalesforceCRM
    • SlackCollaboration
    • ZoomCollaboration

Location

We are a fully remote distributed workforce with employees all over the United States.

An Insider's view of FluentStream

What are some social events your company does?

We have an annual event where employees get to meet in person and engage in fun team-building activities.
In addition to that, we plan virtual happy hours and games, either by team or with the whole company.

Kala

Technical Recruiter

What does your typical day look like?

My typical day at FluentStream is generally filled with exciting challenges. Setting my team up for success whether through 1:1 meetings or in the midst of a customer interaction is always a thrill. I love helping my agents improve everyday. My daily work at FluentStream embodies our core value of Continuous Improvement Isn't Optional and I am prou

Gary

Support Team Lead

How has your career grown since starting at the company?

My manager is very open and accepting of career and professional development conversations. I expressed my goal to earn more seniority within the company, and we came up with a plan to help me achieve that goal. After successfully completing my objectives, my manager helped me achieve my goal and I was promoted to a more senior title months later!

Lauren

Senior Manager, Financial Planning and Analysis

How do you empower your team to be more creative?

The most important thing is to ask for ideas and not “punish” people when the ideas don’t work. If you don’t try, you’ll never get better. I try to model this as much as possible - when my ideas fail or if I make a mistake, I acknowledge it and fix it. I encourage others and try to reward this type of behavior.

Teresa

CFO

How does your team reward individual success?

FluentStream launched Cooleaf, a recognition and rewards platform; it's an excellent way for our team to stay engaged by giving recognition in real time to celebrate wins by doing just that. While you can earn points and redeem rewards for gift cards, swag, merchandise, or donate your points to charity, the authenticity of the shoutout is genuine.

Ashley

HR Generalist

What are FluentStream Perks + Benefits

FluentStream Benefits Overview

Your passion, flexibility, and commitment to lifelong learning will be greeted with a unique company culture that emphasizes fun as an integral component of delivering world-class products. As a hyper-growth organization we are focused on promoting from within. We invest in your training and development to grow your career! As a fully remote, work from home company, we stay connected with fun virtual events and social Slack channels and allocate time during our Zoom meetings for casual conversation and getting to know one another. We offer medical, dental, vision, 401k, PTO and paid family leave and a generous professional development benefit.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Mandated unconscious bias training
Mean gender pay gap below 10%
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Fitness benefit as well as team workouts.
Mental health benefits
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Pet friendly
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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