Senior Training Lead, Support Enablement
Core
Design and deliver structured training programs to equip QAD's global Support team with product knowledge, tools proficiency, and soft skills for world-class customer support.
Role type
Senior Training Lead (Support Enablement)
Builds
Support Training Website, Support Certification Program, self-paced digital learning content, and self-service resources
Domain
SaaS / Enterprise Software Support
Required skills
Instructional design, LMS administration, stakeholder collaboration, training program development, data analysis (ticket/queue feedback), project management
Preferred skills
AI tool integration, shift flexibility, global audience management
Technologies
Learning Management Systems (LMS), AI tools
Responsibilities
Conduct virtual and in-person training sessions on QAD products and processes; Design and develop self-paced digital learning content; Manage LMS assignments, completion tracking, and reporting; Partner with R&D, Tier 3 Support, and Product Management for knowledge transfer; Maintain and update the Support Training Portal; Report on training effectiveness and new hire progress.
Seniority
Senior, hands-on IC
