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Boca Raton, Florida, United States
Hybrid
PURPOSE / IMPACT (Duties & Essential Functions)
Training and Agent Proficiency
• Design, develop, and deliver role-based onboarding and refresher training using instructor-led and virtual sessions, workshops, job aids, practical scenarios, and self-directed learning on support processes, troubleshooting, ticket documentation, escalation, and customer communication.
• Personally facilitate key onboarding, refresher, and support-process training while partnering with offshore Training and Development leaders to coordinate schedules, local delivery, and reinforcement. Retain ownership of Technical Operations training content, quality, and outcomes.
• Adapt training and technical guidance for different experience levels, support channels, regions, and audiences. Create knowledge checks, case scenarios, and hands-on assessments to identify skill gaps and provide targeted reinforcement.
Knowledge Development and Stewardship
• Author, publish, and maintain end-user and internal support content, including FAQs, troubleshooting guides, standard operating procedures, known-issue guidance, and escalation instructions.
• Translate technical processes into clear, audience-appropriate guidance with necessary prerequisites, decision points, exceptions, outcomes, and examples.
• Maintain content structure, taxonomy, searchability, access, version control, review schedules, and retirement of outdated, duplicate, or inaccurate content.
• Partner with Product Specialists, ITSM process owners, support leads, Engineering, and vendors to validate resolutions and service changes before publication.
Applied AI and Support Readiness
• Use approved generative AI tools and authorized sources to develop and refine knowledge articles, training materials, practice scenarios, and audience-specific content. Apply effective prompting, source-grounded drafting, iterative refinement, fact-checking, and structured review to verify accuracy, identify missing exceptions or unclear directions, and ensure responsible use of company information.
• Support New Product Introductions, service changes, and launches by preparing training, knowledge content, practical scenarios, and proficiency measures; identify readiness gaps and assist during stabilization without owning go-live decisions.
• Identify opportunities for self-service or AI-assisted support and provide approved content, business rules, exceptions, and acceptance scenarios to the Automation and AI team, which owns technical design, build, testing, deployment, and maintenance.
Measurement and Execution
• Use ticket trends, case-quality reviews, repeat contacts, knowledge-search feedback, and learner questions to identify and address training and knowledge gaps.
• Measure effectiveness through agent proficiency, time to proficiency, article accuracy and utilization, repeat contacts, case-quality trends, and learner feedback; improve materials based on results.
• Manage multiple training and knowledge initiatives, including milestones, dependencies, subject-matter reviews, stakeholder communication, and escalation of unresolved blockers or approval needs.
• Perform other duties as assigned.
REQUIRED QUALIFICATIONS / EXPERIENCE
• 4+ years of relevant experience in technical support, support enablement, knowledge management, or technical training, including hands-on experience creating documentation or delivering support training.
• Demonstrated experience developing and facilitating training on IT support processes, troubleshooting, service-request handling, incident escalation, and operational procedures.
• Proven ability to create and maintain clear, accurate end-user and internal support knowledge for the intended audience.
• Applied proficiency with approved generative AI tools, including prompt design, source-grounded drafting, source verification, fact-checking, content refinement, and responsible information handling.
• Strong instructional writing, presentation, facilitation, communication, and critical-thinking skills, with the ability to simplify complex technical workflows for diverse audiences.
• Working knowledge of ITSM processes and experience with support ticketing, knowledge-base, or learning-authoring platforms.
• Ability to independently manage cross-functional training and knowledge initiatives, including timelines, dependencies, subject-matter reviews, stakeholder coordination, competing priorities, and effectiveness measures.
PREFERRED QUALIFICATIONS
• Bachelor's degree in Information Technology, Instructional Design, Education, Communications, or a related discipline; equivalent practical experience is valued.
• Experience partnering with offshore Training and Development teams in the APAC Region, supporting distributed agents, or creating materials for franchisees, location staff, or other end users.
• Familiarity with Knowledge-Centered Service, adult learning principles, ITIL, learning management systems, accessible content practices, or related content-development and project-tracking tools.
COMPETENCIES
Technical Support Process Fluency • Instructional Design and Facilitation • Technical and End-User Writing • Applied AI Proficiency • Knowledge Quality and Stewardship • Ownership, Collaboration, and Continuous Improvement
SUPERVISORY REQUIREMENTS
Provides hands-on functional leadership and coordination across offshore Training and Development and Technical Operations stakeholders. The role has no direct reports or hiring or performance-management authority.
Salary range: $95k-108k
What’s in it for you?
We offer a competitive salary along with exceptional benefits such as:
WORK SCHEDULE
Purpose Brands LLC, currently observe the following hybrid work model for employees at our Boca Raton (FL), Woodbury (MN), and Seattle (WA) offices:
DIVERSITY, EQUITY, AND INCLUSION STATEMENT
Purpose Brands is committed to encouraging, facilitating, and upholding an environment centered on diversity, equity, and inclusion across every facet of the Purpose Brands. We will work to create a sustainable culture that supports a healthy space for learning and growing, valuing, and empowering every employee, inspiring a diverse franchise network, and uplifting the members and communities we serve.
EEO STATEMENT
Purpose Brands provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Discrimination of any type will not be tolerated.