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Training & Development Supervisor (Customer Experience)

We are Supernatural! Recognized by TIME as one of the Best Inventions of 2020 , Fast Company’s Best App , and covered in the New York Times ! Supernatural is a next-generation fitness experience in VR (virtual reality) with real coaches, stunning natural environments, music from major record labels, and new workouts released every day. Available now on Oculus Quest and Quest 2.

Developed by a team of passionate world-class experience designers, choreographers, game developers, trainers, and physical fitness experts, Supernatural is a dynamic, immersive experience that is always adapting to your needs, personalized for you - available on-demand in your home.

The impact you'll make:

Supernatural is looking for a Training & Development Supervisor (Customer Experience) that will focus on helping us streamline our approaches to training and employee onboarding for our Customer Experience function. The right candidate is not only a skilled communicator with a passion for putting frontline agents in a position to succeed, but is also able to work closely with other stakeholders in communicating CX needs to help achieve our departmental goals and initiatives.

The impact you’ll make:

Reporting to our Head of Customer Experience, this role will assist in defining and eventually overseeing the training and development strategy for our CX team. We’re searching for someone who’s got the experience of helping drive strategic vision but values the importance of familiarizing yourself with the successes/challenges that our frontline CX team encounters on a daily basis.

What you’ll do:

• Supervise and design training at scale of new and existing hires to match Supernatural’s rapidly growing membership base
• Partner with subject matter experts and other departments to ensure training aids reflect correct behaviors and current processes; execute relevant training(s) as needed to help ensure minimal bottlenecks in deployment of new features, offerings, workflows, etc.
• Develop relevant metrics and KPIs to help measure success of training initiatives
• Conduct regular performance feedback with CX team to help assist, develop, and refine team member skills in a 1 on 1 environment
• Perform day-to-day CX tasks and responsibilities as dictated by volume and demand
• Participate in weekly meetings with the Customer Experience team to partner and collaborate on feedback and updates to procedures as needed.
• Additional CX related tasks may be assigned as needed.

What you’ll need to be successful:

• Proven customer support experience, preferably 3+ years professional work experience in a customer experience/customer service position
• Excellent communication and presentation skills
• Must be well-organized, extremely detail-oriented and willing to take ownership of responsibilities.
• Works as a team player and builds strong working relationships by collaborating with peers, and those across the company.
• Works in a positive, friendly manner at all times and inspires the company’s culture.

Bonus Points for:

• Experience working with Salesforce Service Console, Salesforce Live Chat, and JIRA
• Experience working with VR products and devices
• Experience working in the fitness industry
• Bilingual skills and/or experience in handling inquiries from international clients

At Supernatural, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.