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Instructional & Enablement Specialist

Super.com

Canada (Remote)

Instructional & Enablement Specialist

1 Month ago • 1 Years + • $60,000 PA - $95,000 PA

Job Summary

Job Description

As an Instructional & Enablement Analyst at Super.com, you will be a crucial part of the Training & Quality team, focusing on optimizing agent performance and supporting seamless operations. Your responsibilities include designing impactful training materials, conducting audits of customer interactions, and providing feedback to drive improvements. You will collaborate with subject matter experts to develop training content, maintain a training library, and analyze data to enhance training effectiveness, ultimately contributing to agent success and operational excellence.

Must have:

Design and develop engaging training materials
Conduct audits of customer interactions
Provide constructive feedback for performance improvements
Collaborate with subject matter experts
Maintain an organized training library
Analyze data and identify training opportunities
Partner with internal teams and vendors

Good to have:

Advanced proficiency in training development tools
Experience in a high-growth startup
Remote training delivery experience
Background in instructional design
Adult learning methodologies certification

Perks:

Remote-first work environment
Flexible working hours
Unlimited Paid Time Off
Recharge days
Travel discounts
Weekly UberEats credit
Annual company offsites
Generous parental leave
Flexible return-to-work plan
Competitive salary packages
Equity options
Comprehensive benefits from day one
Wellness budgets
Personal and team-level development budgets

4 skills required

4 skills required for this role

Add these skills to join the top 1% applicants for this job

cross-functional

adobe-creative-suite

cad-computer-aided-design

quality-control

Job Details

At Super.com, we’re on a mission to help people save more, earn more, and get more out of life. That goes for both our customers and our team.

For our employees, Super.com is more than just a workplace—it’s an opportunity to grow, make an impact, and unlock your full potential. We invest in learning, celebrate bold ideas, and create pathways for career growth.

We move fast, think big, and always put people first. Your career should be as rewarding as the work you do, and at Super.com, we’re here to make every day Super.

About the role:

As an Instructional & Enablement Analyst, you will be a key part of the Training & Quality team, reporting to the Agent Enablement & Vendor Management team within Super.com's Operations organization. The Agent Enablement and Vendor Management team is essential to optimizing agent performance and supporting seamless operations. This team manages various operational functions, including staffing, training, and critical BPO processes, ensuring agents have the resources they need for success. Your role will focus on designing impactful training materials and analyzing quality and training data to continually improve training effectiveness, contributing to the overall success and development of our agents.

As an Instructional & Enablement Analyst, you will play a pivotal role in enhancing the quality of customer interactions and supporting continuous development within our customer service team. Your main responsibilities include designing impactful training materials, conducting regular audits of customer interactions, and providing feedback to drive improvement across both internal teams and vendor partners. You’ll collaborate with subject matter experts to develop comprehensive training agendas, modules, and assessments, as well as maintain an organized, up-to-date training library for easy access.

In this role, you will monitor performance, leveraging data and KPI insights to make meaningful updates to the training. Your efforts will directly contribute to agent success and operational excellence through data-driven improvements and strategic training enhancements.

What you’ll be working on:

Design and develop engaging training materials, including agendas, modules, and assessments, for agent success.
Conduct regular audits of customer interactions and provide constructive feedback to drive performance improvements.
Collaborate with subject matter experts to create and update training content that aligns with evolving business needs.
Work closely with the Quality team to leverage insights and identify training opportunities for enhancing agent performance.
Maintain an organized, up-to-date training library for easy access and reference.
Track and report on training effectiveness, using data and KPIs to identify areas for improvement
Partner with internal teams and vendor partners to ensure consistent, high-quality agent training experiences.

Who we’re looking for:

1+ years designing and implementing training materials in a call center environment
Proven experience collaborating with Quality teams to use insights and enhance training effectiveness
Strong ability to analyze data, identify trends, and make data-driven adjustments to improve training programs
Experience overseeing cross-functional coordination and effectively influencing stakeholders
Knowledge of customer service best practices and protocols, with Fintech or Travel industry experience preferred
Demonstrated success in maintaining organized, up-to-date training resources for easy access and reference.

Bonus points for:

Advanced proficiency in training development tools (e.g., Articulate, Captivate, Adobe Creative Suite)
Experience in a high-growth startup environment or with remote training delivery
Background in instructional design or adult learning methodologies
Certification in customer service, training, or quality assurance (e.g., CPTD, CCXP, COPC)

$60,000 - $95,000 a year

As a remote-first organization we use benchmarking data reflective of your geographical areas to ensure our compensation package is competitive based on where you reside. Your TA partner will confirm which range applies to your location as part of the hiring process.

Canada

Tier 1: $74,000 - $91,000 CAD

- Greater Toronto Area (City of Toronto, York Region, Durham Region, Peel Region, Halton Region)

- Metro Vancouver (City of Vancouver, North Shore, Burnaby, New Westminster, Tri-Cities, Fraser Valley Edge, South of the Fraser River, and Richmond)

Tier 2: $71,000 - $86,000 CAD

- All other Regions and Municipalities

USA

$60,000 - $95,000 USD

We’ve got you covered

- We are remote first: You have the flexibility to work from around the world and the hours that make sense for you– so that you can do your best work while living life on your own terms

- Other perks include: unlimited PTO, recharge days, travel discounts on Travel, Weekly UberEats credit, annual company offsites

- We welcome new family additions with generous parental leave and a flexible return-to-work plan

- Competitive salary packages, equity options, great benefits from day one, wellness budgets, as well as personal and team-level development budgets

- This is just scratching the surface– see our careers site for a more detailed overview of our perks & benefits

We Believe in Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.