Customer Service Training Coach



An Amazing Career Opportunity for a Customer Service Training Coach! 

Location: Austin, TX (Hybrid)

Job ID: 14345


Do you have a passion to make customer satisfaction your highest priority? Can you bring success to the customer service department by delivering the customer experience vision we have set for our organization? Can you facilitate training (face-to-face and virtual classes) with confidence and enthusiasm to effectively engage and influence the desired behaviors of employees and managers? If so, we want to hear from you!


Who are we? 

HID Global powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,000 worldwide employees. Check us out here: and 

HID’s Customer Service Department: 

The main goal of our Customer Service department is to create a trustworthy atmosphere and provide the client with the exact information they need right at the time when they need it. We help to strengthen the company's brand, build loyalty, and ensure all customer issues are appropriately handled. HID Global is seeking a new team member to join our growing Customer Service team to develop Customer Service training content that will be delivered to enable our team to continuously provide world class support. The Customer Service Coach is responsible to develop training programs, updating, or modify existing courses, to establish and maintain a suite of content relevant to each Customer Service role.

As our Customer Service Training Coach, you’ll support HID’s success by: 


  • Determining skill gaps for Business Area Customer Service Team and clarifying short-term priorities for learning interventions.
  • Developing training content for face-to-face and virtual delivery and assisting with creative design, development and implementation of learning and development programs, tools, workshops, and resources.
  • Taking an inclusive approach when creating content, considering different learning styles as well as cultural and regional nuances.
  • Developing, tracking, and reporting on course evaluations to help improve and modify courses and support internal/external audits as needed.
  • Assessing the ongoing effectiveness of a program including managing program costs and tracking key metrics.
  • Staying current with learning trends, instructional design techniques, technology, and facilitation.
  • Collaborating with the broader Customer Care Governance & Customer Service Leadership teams to identify gaps and develop action plans.


What we will love about your background: 


  • Strong instructional design skills and knowledge of adult learning principles.
  • Strong group facilitation, presentation, and communication skills.
  • Excellent written and verbal communication skills while utilizing inclusive language and understanding the topic, audience, potential roadblocks, and delivery method.
  • Working knowledge and experience with eLearning authoring tools (i.e., Articulate).
  • Demonstrated proficiency with online survey tools, LMS for course management (including course evaluations), and MS Office productivity suite.
  • Ability to manage multiple assigned projects simultaneously along with solid prioritization skills.
  • Ability to work well cross-functionally and influence across the organization at all levels.
  • You welcome opportunities to incorporate diversity into your work, including valuing different backgrounds, experiences and opinions. You also embrace creating and nurturing a culture of diversity, inclusion, and belonging.


Your Experience and Education include: 


  • Minimum 3 years of demonstrated experience in Learning and Development, or related field (minimum 2 years working in a corporate environment) highly preferred.
  • Bachelor’s degree in Human Resources, Education, Organizational Development, or related area desired.
  • Previous experience of working within a busy customer service department, helping to achieve excellent time management, efficient prioritization and delivering a superior customer experience; desired.
  • Preferred knowledge: Oracle, Salesforce, Agile, Customer Care/Customer Service soft Skills 


Why apply?


  • Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise.
  • Innovation: You embrace challenges and want to drive ambitious change.
  • Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly.


HID Global is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.


We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 50,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal #LI-Hybrid

Austin, TX, US, 78753

Customer Service & Contact Center Operations
Mid-senior level

Nearest Major Market: Austin