Learning & Development Specialist

About us At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe. The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart. Our values Win as One. Delight Customers. Deliver Great Outcomes. About the role The Learning & Development Specialist for ShipStation Global Brands Support is a strategic and hands-on role responsible for designing, delivering, and continuously optimizing training programs that directly impact new hire performance, customer satisfaction (CSAT), and employee experience (eNPS). This role owns the onboarding lifecycle, supports trainer excellence, and drives training innovation to ensure a graduation rate of 75%+, CSAT of 90%, and eNPS of +35. Primary Objectives : Own the onboarding program lifecycle Maintain training content, videos and learning systems Develop trainers and ensure consistent delivery quality Analyze performance and feedback data to drive improvement Partner with Support and Ops stakeholders Enable employees through post-onboarding upskilling Drive recognition and engagement This position is hybrid (3 days per week in office; Tuesday - Thursday) and is located in Austin, TX. Approximately up to 15% expected travel to different cities, states, or countries to deliver learning programs or for professional development opportunities About the team The ShipStation Global CX Learning & Development Team fosters employee and customer growth by creating and managing learning programs aligned with organizational goals. This team handles employee and customer education, product release readiness, content development, knowledge management, and the design and implementation of the customer experience journey. What will you be doing? To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential Position Duties ( typical monthly, weekly, daily tasks which support the primary objectives ): Onboarding Program Ownership Designs, delivers, and refines onboarding journeys based on performance data Develops graduation criteria and ensures 75%+ of trainees meet readiness benchmarks Collaborates with Ops to align training timelines with hiring needs Training Content, Video and Systems Maintains an up-to-date knowledge base and adaptive learning content Creates and edits training videos for internal and external users Leverages technology (Docebo LMS, AI tools, microlearning) to enhance training impact Ensures all materials reflect brand tone, values, and key metrics Trainer Development and QA Leads Train-the-Trainer (TTT) certification and conducts regular trainer coaching, audits, and performance reviews Creates a QA framework to ensure consistent delivery across sites Performance & Feedback Analytics Monitors new hire metrics throughout the 8-week training, utilizing a point system to measure success after every semester Reports on graduation rates, CSAT trends, and agent sentiment (eNPS), driving improvement through post-training surveys and feedback loops Stakeholder Partnership Conducts bi-weekly syncs with Support and Ops leaders to review training progress and what’s to come Runs quarterly training impact reviews linking KPIs to training outcomes and serves as the voice of the trainee in leadership conversations Post-Onboarding Enablement Builds 90-day upskilling roadmaps and partners with QA to target training for underperforming cohorts Creates “moment of need” knowledge tools (e.g., chat-based support, job aids) Recognition and Engagement Launches programs to recognize trainer and trainee excellence Integrates brand culture into onboarding and fosters a sense of community from day one What are we looking for? 2 - 3 years of experience working in a customer-facing role 1 - 2 years of experience working within a SaaS organization What will make you stand out? Preferred Education and/or Experience 3–5 years in L&D, enablement, or support operations Experience with data reporting, LMS, and content design and video editing tools Proven success aligning training programs to performance metrics Strong facilitation and stakeholder management skills Team Member Success Factors: Communication - Speaks clearly and persuasively, Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information. Solution-Focused - Views a problem or challenge as an opportunity for learning; actively searches for solutions using all available resources Teamwork - Balances team and individual responsibilities; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed. Cost Consciousness with Quality Focus - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources; Understands how to balance cost consciousness with quality focus; Ensures quality of service and product at all levels. Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Kaizen - Continually looks for ways to improve process, customer satisfaction, quality of product, personal achievement, team achievement, and company overall; Does not accept “status quo” as a default. The Tech Skills and Knowledge: Strong written and verbal communication skills, with the ability to explain complex concepts simply Ability to keep learners engaged and adapt training approach as needed Basic understanding of adult learning theories (Andragogy, Self-Directed, Experiential) Basic understanding of instructional design models (ADDIE, UbD, ARCS) Basic understanding of learning management system administration (Docebo, Articulate Rise) C