Client Trainer II – Fixed Ops
Cox Enterprises
Leave Support Operations Specialist
Empathy
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $70,000 per year
Job Level
Mid-LevelSenior
About the role
- Launch and scale Empathy Leave Support chat-based disability care. Build processes and coach frontline staff.
- Build and maintain internal knowledge bases, workflows, and support templates.
- Evaluate and adapt content and internal documentation to meet users' needs.
- Create onboarding and training materials to support Care Specialists.
- Define tone, escalation protocols, and best practices for chat-based support with Care Experience leadership.
- Gather user and Care Team insights to inform product feedback loops and process updates.
- Synthesize operational challenges and identify opportunities for improvement.
- Support cross-training for Care Specialists across Leave Support, Loss, and future products.
- Handle escalated chats, research requests, and VIP handoffs; provide guidance and coaching to frontline team.
- Step in to chat during high-volume periods to ensure seamless support.
Requirements
- Deep understanding of the needs of individuals navigating disability products (e.g., from experience in disability services, public health, case management, or another field directly supporting this population)
- Strong critical thinking and problem-solving skills and developing analytical skills.
- Strong track record of operational success in enablement, or service design in a care- or support-oriented setting
- Ability to thrive in a fast-moving, ambiguous environment and build structure where it doesn’t yet exist
- Excellent written and verbal communication skills
- Comfort working across teams and balancing individual and team-based work
- Background in healthcare navigation, behavioral health, social work.
- Experience designing or delivering training content
- Familiarity with chat-based support
- Experience using platforms like Slack, Zendesk, Notion, and Google Suite
