Skills Coach at FluentStream

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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
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • typescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Backbone.jsFrameworks
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • RedisDatabases
    • CouchDatabases
    • SalesforceCRM

Location

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

An Insider's view of FluentStream

What’s the vibe like in the office?

At FluentStream, we have a unique culture that is unrivaled. Doughnut Fridays, bagel Mondays, and catered lunches are just the start of the coolness. Happy hours bi-weekly offer a chance to hang out outside of the office. In addition to company outings, there is always a collection of cute dogs that spread joy around the office.

Julian

Client Support Manager

How do you collaborate with other teams in the company?

We work closely with our product development team to address customer's issues they call us about and make the product work even better for them. We partner with our Voice Engineering team to brainstorm and problem solve when technical issues come up. Both teams are always willing to hear our ideas and suggestions!

Marcus

Client Support Rep

How does your team reward individual success?

Here, the people come first! We constantly recognize those who go above and beyond in their day-to-day duties. We take time to recognize our peers with employee generated shutouts where recipients can receive perks like Amazon gift cards, six packs of beer, a test drive in our CTO's Tesla and more! We also take pride in our great collaborations!

Brady

Marketing Manager

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
Friends outside of work
Eat lunch together
Intracompany committees
Fun committee to plan outside events
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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