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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.

Responsibilities

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
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
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
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
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
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)
Launches programs to recognize trainer and trainee excellence
Integrates brand culture into onboarding and fosters a sense of community from day one

Requirements

2 - 3 years of experience working in a customer-facing role
1 - 2 years of experience working within a SaaS organization
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
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.
Views a problem or challenge as an opportunity for learning; actively searches for solutions using all available resources
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.
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.
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.
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.
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)
Proficient in two or more ShipStation Global products and/or service offerings
Intermediate Microsoft 365 proficiency
Intermediate Confluence proficiency
Intermediate Docebo/Articulate Rise proficiency
Familiarity with Asana project management software
Familiarity with video creation and editing software
Sit for prolonged periods of time
Utilize wrist and hands for a prolonged period of time
Walk short distances
Stand for short periods
Speaking and conversing with others
Lift up to 25lbs without assistance up to chest height

Skills

Docebo LMS
AI tools
Microlearning
Instructional Design
Video Editing
Data Reporting
LMS Administration
Content Design
Facilitation
Stakeholder Management
Adult Learning Theories
Instructional Design Models
Microsoft 365
Confluence
Articulate Rise
Asana
Video Creation Software

Location

Austin, TX

Work Type

Hybrid
Full-time

Experience Level

2-3 years customer-facing experience
1-2 years SaaS experience
3-5 years L&D/enablement/support operations experience

Benefits

Flex Time Off
12 paid holidays
401k employer matching
Annual merit reviews
Company events
Attractive office space with free drinks and snacks
Weekly catered lunches
Medical, dental, and vision plans
Fitness center with Tonal Mirrors, Pelotons, free weights
Employee Assistance Program (up to 8 free mental health sessions)
Gym discounts
Education reimbursement
Employee Referral Program

About the Company

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.
Win as One. Delight Customers. Deliver Great Outcomes.

Equal Opportunity

Equal Opportunity Employer/Veterans/Disabled