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About the Role
This role is focused on facilitating engaging training experiences and creating clear, practical learning content for the Customer Support team to build the knowledge, skills, and confidence needed to deliver exceptional service.
Responsibilities
- Facilitate engaging and interactive training for new hires and existing Customer Support team members.
- Deliver new-hire, refresher, upskilling, and process training in a virtual learning environment.
- Prepare for training by reviewing learning materials, refreshing system and process knowledge, and developing practical examples and scenarios.
- Create an inclusive and engaging learning environment that encourages participation and builds learner confidence.
- Assess learner understanding through activities, knowledge checks, assessments, and observation.
- Provide learners with coaching and feedback throughout training.
- Support on-the-job learning, nesting, and the transition from training into the operation.
- Provide regular updates on learner progress, performance, and readiness.
- Identify opportunities to continuously improve training delivery and the learner experience.
- Turn policies, processes, and operational information into clear, practical, and engaging learning materials.
- Create and update facilitator presentations, e-learning modules, job aids, activities, scenarios, assessments, and other learning resources.
- Develop digital learning content using tools such as Articulate, Canva, Google Slides, and other approved platforms.
- Work with subject matter experts to understand new or changing processes and determine how best to communicate and teach them.
- Simplify complex information so Customer Support team members can understand and apply it confidently.
- Review and update existing learning materials as policies, systems, and processes change.
- Ensure learning materials are accurate, visually engaging, and consistent with established content standards.
- Incorporate learner feedback, operational trends, and training observations into future content improvements.
- Ensure training materials remain aligned with approved knowledge resources, policies, and operational guidance.
- Maintain a strong working knowledge of Customer Support processes, systems, and service expectations.
- Identify outdated, unclear, or conflicting information and work with the appropriate subject matter expert or content owner to clarify it.
- Support updates to learning and knowledge resources when processes or policies change.
- Create clear and practical communications that help Customer Support team members understand changes and what they need to do differently.
- Help ensure important operational and learning updates are communicated consistently across training and supporting resources.
- Use quality trends, learner feedback, and operational observations to identify opportunities for additional training or improved learning content.
- Participate in quality calibration, training readiness, and continuous-improvement activities.
- Complete call reviews or quality evaluations when required to support learning and operational priorities.
- Maintain familiarity with the Customer Support environment, systems, and agent experience.
- Support front-line operations during peak periods when required.
- Adapt to changing priorities and support additional Customer Support Enablement initiatives as business needs evolve.
- Actively participate in Porter's Safety Management System (SMS) by identifying and reporting workplace hazards and promoting a safe work environment.
Requirements
- 2+ years of experience in training facilitation, learning content development, customer support, or a related role.
- Experience facilitating training or presenting information to groups in a classroom or virtual environment.
- Experience creating presentations, job aids, training materials, or digital learning content.
- Confidence taking complex information and turning it into clear, practical, and easy-to-understand learning materials.
- Strong presentation, facilitation, and written communication skills.
- Comfortable providing coaching and constructive feedback to learners.
- Experience using tools such as Canva, Google Workspace, Articulate, or similar learning and content-development platforms.
- Strong organizational skills and attention to detail.
- Ability to manage changing priorities and work effectively in a fast-paced operational environment.
- A collaborative approach and ability to build positive working relationships with subject matter experts, operational teams, and other stakeholders.
- A continuous-improvement mindset and curiosity about how training and content can improve the employee and passenger experience.
- Experience within a contact centre, airline, travel, hospitality, or other customer-focused environment is an asset.
Skills
- Training facilitation
- Learning content development
- Customer support
- Presentation skills
- Facilitation skills
- Written communication skills
- Coaching
- Constructive feedback
- Canva
- Google Workspace
- Articulate
- Organizational skills
- Attention to detail
- Adaptability
- Collaboration
- Continuous improvement mindset
- Curiosity
Location
- Toronto Downtown Office (250 Yonge Street)
Work Type
- Hybrid
Experience Level
- 2+ years
About the Company
- Since 2006, Porter Airlines has been elevating the experience of economy air travel for every passenger, providing genuine hospitality with style, care and charm.
- Porter’s fleet of Embraer E195-E2 and De Havilland Dash 8-400 aircraft serves North America, including a coast-to-coast domestic Canadian network, the U.S., Mexico, the Caribbean and Central America.
- Headquartered in Toronto, Porter is an Official 4 Star Airline® in the World Airline Star Rating®.
- Visit www.flyporter.com or follow @porterairlines on Instagram, Facebook and X.