Position Summary
Quilt Software is seeking a highly motivated and experienced Customer Experience Enablement & Content Specialist to design, build, and deliver training programs that empower our CX teams to deliver exceptional service to our customers. This role will focus on creating scalable, modular training for our CX teams and a targeted supervisor skills development program.
In this role, you will also assist in managing content across multiple knowledge bases and work with AI tools to enhance training and support effectiveness. If you're passionate about helping others succeed, thrive in fast-paced environments, and enjoy bringing structure to complex systems, this could be the role for you.
Key Responsibilities
- Design and deliver scalable training programs for Customer Experience teams, tailored to different roles and experience levels.
- Develop a structured CX Supervisor training program, including content on leadership, coaching, and team performance.
- Create and maintain accurate, clear, and user-friendly articles across multiple internal and external knowledge bases.
- Work cross-functionally with CX leaders, Operations, Product, and Enablement to identify training needs and align on goals.
- Leverage AI tools and technologies (e.g., chatbots, content generation tools) to enhance training development and delivery.
- Facilitate engaging live and virtual training sessions, workshops, and onboarding experiences.
- Apply best practices in instructional design and adult learning to ensure all training content is effective and impactful.
- Use project management skills to scope, plan, and execute training initiatives, ensuring timely delivery and high quality.
- Analyze training effectiveness through feedback and performance data to drive ongoing improvement.
- Support documentation governance, and version control of all training materials and content.
Preferred Skills & Experience
- 3+ years of experience in training, instructional design, or content development, ideally within a Customer Experience or Support environment.
- 1+ years of Quilt Software experience, including but not limited to: RainPOS, BottlePOS, MarktPOS, & DiveShop360
- Demonstrated success in building and delivering training programs, both self-paced and instructor-led.
- Strong written and verbal communication skills, with the ability to translate complex concepts into clear, concise training materials.
- Experience with knowledge base platforms and content management systems.
- Comfort with AI tools and an interest in exploring their application in training and enablement.
- Highly organized with excellent time management and project management abilities.
- Ability to work independently and collaboratively across multiple teams.
What We Offer
- Competitive salary
- Comprehensive benefits package including medical, dental, and vision coverage
- 401(k) opportunity with company match
- Opportunities for career growth and advancement within a rapidly growing company
- Fun and collaborative work environment with a focus on teamwork and innovation
Salary: $80K - $90K + annual bonus
Location: Remote or on-site in Provo, Utah or Charlotte, North Carolina
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
About Quilt SoftwareEver wondered how your favorite local shops compete with the big guys? That’s where we come in. We’re Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewelry stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions.
If you get a kick out of supporting local businesses, love great software, and want to be part of a company that’s powering Main Street, we’d love to chat. Come join us in our quest to keep local retail not just alive, but thriving!
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