About kea
Launched in 2018, kea is one of the fastest-growing companies changing the way restaurants operate. We've raised $29 million from Tier 1 Silicon Valley investors, and we're not stopping there. Originating in Mountain View, California, and now fully remote, we are building a team that is excited about our mission: drive the world’s commerce by empowering restaurants to operate more intelligently and own their relationship with customers. The first product in our platform, kea Voice, takes orders over the phone at a high level of efficiency and consistency so that restaurants can focus on making delicious food. That's a win-win!
Our Commitment as a team
At kea, we live our values--we are committed to innovation while moving as one unit at high velocity. We are compassionate and care for others. We are open and transparent. We play to win the long game. As you review the below keep Our Commitment in mind. Your uniqueness is valued and differences of opinion, background, and ability are welcomed. If you think you satisfy even just a few of the below points, please apply!
About the Role
A remote trainer for kea plays a crucial role in equipping agents with the knowledge, skills, and tools needed to deliver exceptional customer service and achieve performance goals in a virtual environment. The trainer's efforts contribute directly to the success and efficiency of operations and the overall customer experience. Being highly accountable is essential, as you will split your time between working independently and alongside other kea Operations team members.
To be considered for this opportunity, please submit a resume/CV in English.
What your day-to-day looks like:
- Conduct comprehensive remote training sessions for both new hires and existing employees using Zoom. This includes, but is not limited to, orientation sessions designed to familiarize new hires with the organizational culture, values, and expectations
- Facilitate interactive and engaging training sessions to enhance agent skills based on kea policies, brand procedures, and essential technology tools needed for their roles
- Provide constructive feedback and coaching to agents during and after training sessions to ensure skill development and performance improvement
- Monitor and evaluate trainee performance through assessments, quizzes, and mock calls.
- Collaborate with Workforce Management and Quality Control teams to identify training needs and gaps
- Ensure training activities are completed and properly documented by maintaining accurate records
- Prepare and assist with maintaining internal reports and dashboards to track training effectiveness
- Engage in regular communication and collaboration with teams at kea and our BPO partners by actively participating in virtual meetings, training forums, and knowledge-sharing sessions
What sets you up for success/Qualifications:
- 1+ years of Training experience
- 1+ yrs experience working at a BPO/Call Center
- Thrive in a super fast-changing environment and enjoy juggling multiple tasks within tight deadlines
- Accountable & Independent: you’re self-directed and take pride in your work. It’s clear that you’re invested in your own professional growth, as well as the growth of the company you represent
- Tech-savvy. Strong Google Sheets / Excel knowledge is needed
- Strong written and verbal communication in English
- Bilingual (English/Spanish) is a bonus
- Experience in a startup company is a plus
- Flexible/open availability. (4-5 hrs/day, 20-30 hrs/wk or more if needed, between the hours of 8am PST-8pm PST, including weekends)
What’s in it for you:
- Flexible hours (4-5 hrs/day, 20-30 hrs/week)
- Generous stock option plan
- Unlimited PTO
- 100% remote work from LATAM or Asia
- Opportunity to “wear lots of hats” and accelerate your career
- Ownership, responsibility, and empowerment in what you do
- Incredible teammates and a caring workplace culture