Learning & Development Specialist (UK/EU/ANZ Customer Support)

About us

At Auctane, we are united by a passion to help sellers — wherever they are, however they operate — fulfill the promises they make to consumers. The Auctane mission is to fuel commerce through exceptional delivery. We make it possible for businesses to meet the ever rising expectations of their customers, and we make the world smaller and more accessible to consumers everywhere. Auctane brands enable hundreds of thousands of merchants to annually deliver billions of products — over $200 billion worth — to customers around the globe. And Auctane is just getting started.

Auctane is a team of shipping and software experts with a passion for helping merchants move their ideas, dreams and innovations around the globe. The Auctane family includes ShipStation, ShipWorks, ShipEngine, ShippingEasy, Stamps, Endicia, Metapack, Shipsi, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

About the role

The Learning & Development Specialist is responsible for the delivery of learning program sessions and the continual improvement of learning programs that address employee development and organizational goals. This role facilitates onboarding and ongoing training sessions, develops training materials, serves as a coach of role proficiency during an employee’s nesting period, and partners with frontline managers to manage and monitor employee development plans.

Primary Objectives:

1. Deliver learning program sessions and materials
2. Coach employees through their nesting period
3. Collaborate on the development of program session content and supplemental learning materials
4. Report on employee learning progress to frontline management

The Team

The Auctane CX Learning & Development Team fosters employee and customer growth by creating and managing learning programs aligned with organizational goals. This team handles employee and customer education, product release readiness, content development, knowledge management, and the design and implementation of the customer experience journey.

What will you be doing?

• Deliver learning program sessions and materials
• Facilitates employee onboarding and ongoing skills and resource trainings
• Distributes program session content and supplemental learning materials as needed
• Creates and maintains program session delivery guides
• Coach employees through their nesting period
• Serves as an intermediary supervisor for employees between their onboarding and when they officially join their intended teams
• Conducts regular side by side evaluations of employee performance while they are executing the duties of their role
• Coaches employees through role duties and responsibilities until they reach full productivity
• Ensures employees are operating at or above established departmental quality standards as it pertains to their role
• Embodies Auctane mission, vision and values throughout programming and coaching
• Collaborate on the development of program session content and supplemental learning materials
• Gathers and implements learning content/delivery feedback from program stakeholders
• Recommends content improvements and makes the necessary adjustments
• Seeks out internal and external knowledge/learning solutions to best address needs of the organization
• Assists with the ongoing maintenance of internal knowledge resources
• Report on individual employee learning progress to frontline management
• Gathers data from program assessments, and identifies opportunities for further employee development
• Makes informed recommendations to frontline management on role proficiencies to focus on with direct reports
• Provides learning resources to frontline management for individual employee development plans

What are we looking for?

• 2 - 3 years of experience working in a customer-facing role
• 1 - 2 years of experience working within a SaaS organization
• 1 - 2 years of experience delivering formal training programs or acting as a facilitator
• Intermediate written and verbal communication skills
• Ability to explain complex concepts, simply
• Ability to keep learners engaged and adapt training approach as needed
• English fluency in written and oral communication

What will make you stand out?

• Basic understanding of adult learning theories (Andragogy, Self-Directed, Experiential)
• Basic understanding of instructional design models (ADDIE, UbD, ARCS)
• Proficient in two or more Auctane products and/or service offerings
• Secondary language proficiency: Spanish, French, and/or German

The Tech

• G-Suite

What do we offer?

• 💸 Clear and transparent compensation plan. The salary range for this role is up to € 30,000 depending on experience. We will discuss the indicated range with you in the first recruiting call to ensure that we are on the same page.
• 📦 99% discount on your personal shipment orders via Packlink.pro
• 💙 Up to 150 USD/year to match your NGO donations! We are happy to support your initiatives by duplicating the amount donated.
• 😊 Volunteer day. You can take 1 day off per year to participate in volunteering activities! We will love to see some pictures in our slack!
• Referral Fee 🔗 We need your support in hiring top-class talent! We offer a referral bonus of 1k-3K, depending on the complexity of the role and the hiring process.
• ⚖️ Great work-life balance We offer a flexible work schedule and will do our best to adapt to your personal situation. Working in a fast-paced environment can be intense, but that doesn’t mean you shouldn’t enjoy your free time!
• 💜 An inclusive and upbeat work environment Leave your suit behind... we’re a t-shirt and converse kind of place! More importantly, our company culture promotes diversity and inclusion. The personality and opinions of each of our team members are important and valid, and we aim to offer all employees a safe environment where they can be themselves and thrive.
• 🌍 A cross-cultural atmosphere We are a truly international team of 20 nationalities that speak 10 languages. Our company language is English and all internal communication and company-wide meetings are in English.
• 🏟️ Company events Work hard, play hard! We do our best every day, even at our regular team-building events.
• 📺 Internal and external training, free access to online training platforms such as Linkedin Learning
• 🏠 We are a remote-first company All team members at Auctane Spain are remote employees. You can decide if you want to work in the office 2 days a week or 3 days per quarter—it's up to you. We also cover your expenses for working from home (50€ net per month/600€ per year).
• 🌅 We have 25 days of holidays per year (23+🎂 your Birthday Take your birthday off to celebrate!+Christmas).
• 💻 Everything you need to work from home. Whether you prefer Mac, Linux, or Windows (or an additional screen or two), we set you up for success when working remotely.
• 🏥 8 hours per year for attending to medical appointments.
• 👩‍⚕️ 10 hours per year to support your family members when going to the doctor)
• 📙 Personal Training Budget. Up to 800€/year training budget (certifications, conferences attendance, etc.) to invest in your professional development. We want to help you improve your technical skills, feel involved in the product community, and develop your soft skills to lead teams and manage other stakeholders.
• 💰 Flexible Salary We work with a flexible compensation plan for transport, restaurants, and kindergarten so our employees can save on personal income tax via Cobee.
• 🗺️ Languages classes every week. Thirsty for knowledge? Learn a new language by joining our free English/Spanish/French classes. In groups of 4-5 people, you can connect and enjoy taking up a new language or improving your current skills with one of our great instructors.
• 🏐 Health and Wellness: The well-being of our team is super important to us.
  • Up to 42€ to cover your Gym membership or exercise classes (pilates, kick-boxing, etc.).
  • Private health insurance, we offer a great plan courtesy of our partner Alan.
• 👩‍⚕️We have psychological assistance vouchers free of charge.
• 🏢 Nice Office in the center of Madrid (free drinks, snacks…)