Training Specialist (SDQ)

Position Summary:

Horatio is looking for a highly energetic and results-driven Training Specialist with advanced English to join our amazing team in the Dominican Republic. The right person will be comfortable in an "all hands on deck" environment, love solving people's problems, and can thrive in a fast-paced startup culture. Our ideal candidate is someone who enjoys and excels at creating quality assurance processes with the support of our Training Manager, communicating with customers, and creating a best-in-class experience for them. 

This candidate will play a key role in supporting Horatio’'s rapid growth by delivering robust solutions to improve our quality assurance process and communicating insights to senior management. This role is ideal for a driven problem-solver with exceptional people skills seeking to make an impact at a fast-growing start-up.

Responsibilities:

• Take a service- and solution-oriented approach to all interactions, using strong judgment to balance being policy-driven with making it right for the customer
• Advocate on behalf of the customer to ensure a consistent and valuable experience for each customer
• Learn systems and processes quickly and push the boundaries in customer service while also becoming an expert on our client’s products, website, and brand.
• Recommend product improvements based on customer feedback, using both qualitative stories and quantified data
• Liaise cross-departmentally between Customer Experience, Operations, Marketing, and Product teams
• Identify opportunities and drive solutions to enable efficiency, specifically thinking about automation and improved back-office tools for your team

Required Skills/Abilities:

• Ability to communicate in English clearly, confidently, and enthusiastically 
• Strong judgment and service- and solution-oriented approach
• Evaluate associate interactions to identify areas of improvement
• Provide coaching to associates about areas of improvement identified
• Train new associates and improve the training program
• Ensure adherence to client KPIs and metrics
• General tech-savviness
• Someone affable and adaptable with a positive attitude!
• Ability to act independently
• Ability to display flexibility, creativity, and develop innovative solutions
• Ability to be a team player

Education and Experience:

• 1+ years in training customer service or a service-oriented role (at a startup is a major plus, e-commerce is even better).
• Senior college student in Business Administration, Marketing, Statistics, or related fields.

Benefits: 

• Insurance under ARS Humano Royal Plan (Option to upgrade to Max Royal Plan)
• Quarterly performance bonuses
• Free snacks every day
• Free catered lunch every day
• Free catered dinner (for those on night shifts)
• Door-to-door transportation after 9:00 PM
• Happy hour on Fridays
• Holiday parties!
• An amazing, unique office environment (no cubes, no assigned workstations!)
• Growth and development opportunities (the most in the industry!)
• Professional development courses by leading business schools like BARNA
• Yoga and workout classes (coming soon!)
• Community service opportunities (#HoratioCares)
• Discounts at local restaurants and stores

Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right - working at Horatio is much different than anywhere you’ve ever worked. Here’s what makes our vibe different:

• Employee First (but actually...): At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much! Or, feel free to check out our Instagram page hirehoratiord to see it for yourself. Whether it’s the free meals, concerts, clubs, yoga classes, or awesome office vibe, there’s something for everyone at Horatio!
• Cool Clients: We work with some of the fastest-growing and innovative companies in the world — and a lot of them are startups. That means no boring scripts and repetition. Instead, you will be challenged to provide clients with ideas, feedback, and new strategies based on what you are seeing each day. You’ll get to interact with clients directly too — it could be the head of the customer experience or even the CEO!
• Growth Opportunities: We’re a fast-growing company and have a lot of opportunities for new employees to grow within. A large number of our senior managers started as associates, proved themselves, and were promoted over and over again. If you are smart, hungry, and driven, the sky's the limit at Horatio!
• Wellness Program: Horatio is committed to spread mental health awareness and promote its importance. To take care of our people we have in-house clinical psychologists.