Customer Operations Training Specialist

Job Details

Description

“We Push the Boundaries of Possibilities for our Communities.”

Overview of the Position Responsibilities: The Customer Operations Training Specialist plays a key role in accelerating employee performance, improving operational consistency, and supporting impact identification across our organization. This role will design and deliver modern training programs that support Customer Service, Technical, Operational, and Triage teams, while driving strategic improvements through feedback analysis and documentation management.

This position will be responsible for converting existing classroom-based materials into modular, self-paced video training, managing our training platform, and building new content based on real-time business needs. This role also serves as a central hub for capturing feedback, identifying trends, and addressing process gaps that impact efficiency and service quality.

What You Will Do

Training Design & Delivery

• Develop engaging training materials, including videos, job aids, SOPs, slide decks, and microlearning modules
• Convert existing instructor-led training into self-paced, video-driven content (approximately 75%)
• Script, produce, and edit short-form video trainings for internal roles and processes
• Create role-based learning paths that support onboarding, upskilling, and cross-functional readiness
• Deliver live or virtual training sessions as needed, reinforcing asynchronous learning
  
  

Training Needs Identification & Feedback Analysis

• Collaborate closely with the Triage team to identify coaching needs, recurring issues, or trends in process breakdowns
• Monitor patterns in feedback from Field, Triage, Customer Service, and other teams to proactively identify training opportunities
• Facilitate ongoing intake of training and documentation requests from leaders across departments
• Prioritize requests based on business impact, frequency, and alignment with performance goals
• Design targeted training modules or quick-learn assets to address trends, reduce repeat service visits, and close knowledge gaps
  
  

Documentation & Knowledge Management

• Write and maintain accurate, clear documentation for internal systems, tools, and workflows
• Organize internal knowledge bases, SOP repositories, and training libraries with clear version control
• Ensure documentation remains current, accessible, and aligned with actual support processes
• Partner with subject matter experts to validate procedures and maintain process integrity
  
  

Evaluation & Continuous Improvement

• Define success metrics for each training initiative and report on outcomes
• Gather learner feedback and performance data to evaluate training effectiveness
• Iterate on content and delivery methods based on outcomes, engagement, and operational feedback
• Support internal audits or QA efforts by aligning documentation and training with real-world performance standards
  
  

What You Will Need: 

• Highschool diploma or GED is required. Bachelor’s degree in related field preferred
• 2+ years of experience in training, instructional design, or learning development roles
• Proficiency with eLearning and video development tools
• Strong writing and instructional design skills, especially for technical or operational audiences
• Experience managing content in a learning management system (LMS)
• Comfortable collecting and analyzing feedback from various stakeholders, including frontline employees
• Ability to manage multiple projects and adjust quickly to changing business priorities
• Experience with customer service, field operations, or telecom environments is preferred
• Experience converting instructor-led training (ILT) into modular eLearning
• Basic video editing and voiceover capability for internal training production
• Experience creating and maintaining internal documentation, SOPs, or knowledge bases
• Data-driven mindset with ability to tie training to business outcomes (e.g., reduction in repeat visits, improved QA scores)
• Excellent problem-solving and communicationskills are required
• Must be able to successfully pass a background check and drug test prior to employment
  
  

Why Work at Bluepeak?

• Competitive Compensation + Annual Bonus Eligibility
• Comprehensive Benefits Package, Including Medical, Dental, Vision, Life, and 401(k)
• Generous Vacation and Paid Sick Time + Paid Holidays and Personal Days
• Professional Development with an Emphasis on Internal Promotion
• Employee Discounts on Bluepeak Services, Including Internet
• Progressive and inclusive work culture in which our team has the flexibility, support, and resources to be successful in their careers!   
  
  

About Us

We believe that the size of the city shouldn’t determine the quality of the technology. That’s why we are building for you: Faster, more reliable, and without the things that get in the way of great service—like red tape, hidden fees, and slow response times. And with up to 5 gigabits of speed for residential customers and 10 gigabits for businesses, we are whole new ballgame- from internet to TV, to connecting every device in your home, to powering your business, we’re not only providing the best fiber connections in your community, but we’re also meeting the growing needs for how you live.

Bluepeak is an Equal Opportunity Employer