Customer Support Trainer

Why work for Tyro

We're not just like every other bank. Tyro has always been a tech company at heart, but fostering a diverse and inclusive environment, and a passion for continuous learning has always been one of the most important parts of our company's culture.

Tyros are a highly collaborative mix of people. You will work closely with our awesome teams and individuals in engineering, product management, customer support, sales and other functions within the business. Our strong team of 600+ Tyros, just like our customers, are the lifeblood of our business. We go to great lengths to ensure a positive and enjoyable employee experience for all. Everyone is committed to delivering great outcomes for our customers, and you will have the chance to change the face of payments and commerce for Australian businesses.

About the role

As the Customer Support Trainer at Tyro, you'll play a crucial role in fostering a culture of continuous learning and excellence within the Customer Support team.

You'll design and deliver impactful training programs that strengthen technical capabilities and align with Tyro's values. Operating at a senior level, providing guidance and expertise to the Customer Support team while actively leading key initiatives to achieve customer excellence objectives.

What you'll do:
Training Program Development & Delivery- Develop and implement a robust training program for induction, up-skilling, and change management initiatives within the Customer Support team, emphasising values and technical competencies.- Utilise various delivery methods including classroom-based sessions, digital/webinars, self-directed modules, and external resources to cater to diverse learning styles and preferences.- Maintain a repository of 'always-on' training materials that are accessible at any time to meet ongoing training needs and support continuous learning.

Training Material Management- Maintain updated records of training materials, collaborating closely with stakeholders to incorporate updates related to new product releases or process changes.- Ensure compliance with Tyro's policies and procedures by integrating relevant risk management principles into training content and activities.

Data Utilisation & Improvement- Utilise data and insights provided by Quality, Performance, and Risk Specialists to identify training improvement opportunities and address gaps for new starters in the support team proactively.- Collaborate with stakeholders to enhance training effectiveness and align training programs with evolving business needs and customer expectations.

Support & Transition- Work closely with leaders across the team to support their teams post-training, facilitating a smooth transition from training environments to on-the-job learning.- Conduct floor walking and provide hands-on support to new starters during their initial week/s on the job, ensuring they feel confident and prepared to deliver exceptional customer support.

What you'll bring:
- A strong understanding of customer support processes, technical support environments, and service-oriented industries.- Proven experience as a trainer or training coordinator in a customer support or related field.- Demonstrated expertise in instructional design, adult learning principles, and training evaluation methods.- Excellent communication skills, both verbal and written, with the ability to deliver engaging presentations and training sessions.- Ability to collaborate effectively with cross-functional teams and stakeholders to achieve training objectives.- A passion for learning and development, with a proactive approach to enhancing employee skills and knowledge.- Strong organisational skills and attention to detail, capable of managing multiple priorities and deadlines effectively.- An adaptable and flexible mindset, able to adjust training approaches and content based on learner needs and organisational changes.- A problem-solving mindset with the ability to analyse data, identify trends, and implement actionable solutions.- Experience with learning management systems (LMS) and proficiency in Microsoft Office Suite.

Perks and Benefits

We've worked hard to create an environment that's big on diversity, inclusion, and flexibility, and one that suits the changing needs of_ _our people across Australia. Here are just some of the things Tyros tell us they love about working here:
- A hybrid working policy that truly enables you to live your best life- Learning and career development opportunities- 16 weeks paid primary carers leave- 12 weeks paid secondary carers leave- Annual team-based volunteer day- We're a social bunch, we love a weekly team social event, snacks, a selection of craft beer, wine and non-alcoholic beverages, ping pong and video games- Taco Tuesdays- Mental health and wellness initiatives- Personal finance initiatives

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