About the role

The Learning & Development Specialist for ShipStation Global Brands Support is a strategic and hands-on role responsible for designing, delivering, and continuously optimizing training programs that directly impact new hire performance, customer satisfaction (CSAT), and employee experience (eNPS). This role owns the onboarding lifecycle, supports trainer excellence, and drives training innovation to ensure a graduation rate of 75%+, CSAT of 90%, and eNPS of +35.

Primary Objectives:

1. Own the onboarding program lifecycle
2. Maintain training content, videos and learning systems
3. Develop trainers and ensure consistent delivery quality
4. Analyze performance and feedback data to drive improvement
5. Partner with Support and Ops stakeholders
6. Enable employees through post-onboarding upskilling
7. Drive recognition and engagement

This position is hybrid (3 days per week in office; Tuesday - Thursday) and is located in Austin, TX. Approximately up to 15% expected travel to different cities, states, or countries to deliver learning programs or for professional development opportunities

About the team

The ShipStation Global CX Learning & Development Team fosters employee and customer growth by creating and managing learning programs aligned with organizational goals. This team handles employee and customer education, product release readiness, content development, knowledge management, and the design and implementation of the customer experience journey.

What will you be doing?

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Position Duties (typical monthly, weekly, daily tasks which support the primary objectives):

• Onboarding Program Ownership
  • Designs, delivers, and refines onboarding journeys based on performance data
  • Develops graduation criteria and ensures 75%+ of trainees meet readiness benchmarks
  • Collaborates with Ops to align training timelines with hiring needs
• Training Content, Video and Systems
  • Maintains an up-to-date knowledge base and adaptive learning content
  • Creates and edits training videos for internal and external users
  • Leverages technology (Docebo LMS, AI tools, microlearning) to enhance training impact
  • Ensures all materials reflect brand tone, values, and key metrics
• Trainer Development and QA
  • Leads Train-the-Trainer (TTT) certification and conducts regular trainer coaching, audits, and performance reviews
  • Creates a QA framework to ensure consistent delivery across sites
• Performance & Feedback Analytics
  • Monitors new hire metrics throughout the 8-week training, utilizing a point system to measure success after every semester
  • Reports on graduation rates, CSAT trends, and agent sentiment (eNPS), driving improvement through post-training surveys and feedback loops
• Stakeholder Partnership
  • Conducts bi-weekly syncs with Support and Ops leaders to review training progress and what’s to come
  • Runs quarterly training impact reviews linking KPIs to training outcomes and serves as the voice of the trainee in leadership conversations
• Post-Onboarding Enablement
  • Builds 90-day upskilling roadmaps and partners with QA to target training for underperforming cohorts
  • Creates “moment of need” knowledge tools (e.g., chat-based support, job aids)
• Recognition and Engagement
  • Launches programs to recognize trainer and trainee excellence
  • Integrates brand culture into onboarding and fosters a sense of community from day one

What are we looking for?

• 2 - 3 years of experience working in a customer-facing role
• 1 - 2 years of experience working within a SaaS organization

What will make you stand out?

Preferred Education and/or Experience

• 3–5 years in L&D, enablement, or support operations
• Experience with data reporting, LMS, and content design and video editing tools
• Proven success aligning training programs to performance metrics
• Strong facilitation and stakeholder management skills

Team Member Success Factors:

• Communication - Speaks clearly and persuasively, Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Solution-Focused - Views a problem or challenge as an opportunity for learning; actively searches for solutions using all available resources
• Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Cost Consciousnesswith Quality Focus - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources; Understands how to balance cost consciousness with quality focus; Ensures quality of service and product at all levels.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Kaizen - Continually looks for ways to improve process, customer satisfaction, quality of product, personal achievement, team achievement, and company overall; Does not accept “status quo” as a default.

The Tech

Skills and Knowledge:

• Strong written and verbal communication skills, with the ability to explain complex concepts simply
• Ability to keep learners engaged and adapt training approach as needed
• Basic understanding of adult learning theories (Andragogy, Self-Directed, Experiential)
• Basic understanding of instructional design models (ADDIE, UbD, ARCS)
• Basic understanding of learning management system administration (Docebo, Articulate Rise)

Computer/Software/Application Proficiency:

• Proficient in two or more ShipStation Global products and/or service offerings
• Intermediate Microsoft 365 proficiency
• Intermediate Confluence proficiency
• Intermediate Docebo/Articulate Rise proficiency
• Familiarity with Asana project management software
• Familiarity with video creation and editing software

What do we offer?

• 🏠 We are a hybrid company. All team members at Auctane in Austin come into the office Tuesdays, Wednesdays and Thursdays.
• 🛬Take the reins of your time off with our Flex Time Off policy – because work-life balance should always be in your hands!
• 🌅We offer 12 paid holidays for all of our US employees!
• 💰401k employer matching program – because your future deserves a friendly boost!
• ⭐️We conduct annual merit reviews to recognize and reward your hard work and achievements.
• 🏟️ Company events, we work hard, play hard! We do our best every day, even at our regular team-building events.
• 🏢 Attractive office space in the heart of central Austin, Texas (free drinks, snacks…).
• 🍽 Indulge in weekly catered lunches at our office – a delicious perk to fuel your work.
• 🏐Health and Wellness: The well-being of our team is super important to us. Choose from different options that include medical, dental, and vision plans.
• 🏋🏾 ♀️Fitness center in the office with Tonal Mirrors, Pelotons, free weights, etc.
• 🧠Employee Assistance Program. We offer up to 8 free mental health sessions.
• 💪🏽We offer gym discounts to help you stay fit and healthy!
• 📚We offer education reimbursement to all employees, ensuring that you can pursue your educational goals while excelling in your career with us. Invest in your future and let us support your growth every step of the way.
• 🔗 Employee Referral Program! We reward employees helping us find top talent!
• 💜 An inclusive, casual and upbeat work environment. The personality and opinions of each of our team members are important and valid; we aim to offer all employees a safe environment where they can be themselves and thrive.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

• Sit for prolonged periods of time
• Utilize wrist and hands for a prolonged period of time
• Walk short distances
• Stand for short periods
• Speaking and conversing with others
• Lift up to 25lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

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