About the Role

As a Customer Trainer at Cresta, you will play a pivotal role in ensuring our customers and employees have the knowledge and skills they need to make the most of our contact center technology. You will collaborate with Subject Matter Experts (SMEs) to design and deliver engaging, instructor-led training sessions, create instructional videos, and support documentation. Your goal is to drive product adoption and enable our customers to see value quickly.

Key Responsibilities

Collaborate with SMEs: Work closely with Subject Matter Experts to design engaging, instructor-led training sessions that align with Cresta's product offerings and customer needs
Facilitate Training Sessions: Lead group training sessions for customers, ensuring they have a deep understanding of our products, features, and best practices
Curriculum Maintenance: Continuously maintain the live training curriculum, making improvements based on product enhancements and feedback from learners and SMEs
Product Knowledge: Be a resourceful learner, consistently seeking ways to better understand Cresta's products and how customers leverage our solutions in various use cases
Company Initiatives: Actively participate in various company initiatives and projects as requested, contributing your expertise and insights to help achieve organizational goals
New Hire Onboarding: Support with onboarding and training for new hires, helping them acclimate to Cresta's culture and technology solutions
Video Creation: Record instructional videos and product demonstrations to enhance the learning experience and provide easy access to training materials
Documentation: Assist with auditing, maintaining, and creating support documentation to ensure users have access to clear and up-to-date resources
eLearning & Instructional Design:
- Design and build interactive eLearning courses using Articulate Rise (and Storyline, where applicable)
- Translate product workflows and use cases into engaging, self-paced learning experiences
- Incorporate multimedia elements (video, quizzes, knowledge checks) to reinforce learning outcomes
- Maintain and update eLearning content in alignment with product release

Qualifications

3-5 years of experience
Previous experience in the contact center industry is highly preferred
Demonstrated experience as a trainer, educator, or in a similar role
Strong problem-solving skills and the ability to adapt to changing training needs
Excellent written and verbal communication skills
Self-motivated, proactive, and able to work independently in a remote environment
Willingness to travel (up to ~50%)
Tech-savvy and eager to learn new technologies and products
A strong desire to help others succeed and a passion for education
Experience with SaaS products or contact center technology is a plus
Strong presentation and facilitation skills (comfortable leading live sessions)
Ability to explain complex concepts in a simple, engaging way
Experience creating training content (slides, videos, documentation, LMS content)
Customer-first mindset with strong empathy and communication skills
Highly organized and able to manage multiple training programs
Comfortable working cross-functionally with CS, Product, and Sales teams

Perks & Benefits

We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs

Paid parental leave to support you and your family
Monthly Health & Wellness allowance
Work from home office stipend to help you succeed in a remote environment
Lunch reimbursement for in-office employees
PTO: Flexible

Compensation at Cresta

Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

The posted base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.

Customer Trainer