Learning and Development Associate

Who We Are

Spot & Tango is an innovative pet health & wellness brand that delivers personalized meal plans on a subscription basis. Our recipes are developed by leading animal nutritionists, and are made with only real, human-grade ingredients... and nothing artificial! We have lofty goals (to make every dog in the country healthier, and every pet parent happier!) and we are looking for the right people to help us get there. This is an exciting opportunity to join a VC-backed, high-growth, e-commerce startup and have an outsized impact in an extremely fast-paced environment. Plus, you get to think about dogs all day!

Who You Are

Do you have a passion for coaching and developing others? Are you an empathetic, creative, and curious problem solver? If so, we have an exciting opportunity for you to join our remote-based CX team at Spot & Tango! 

The Role

The Learning & Development Associate is a key role within our Customer Experience (CX) team that will focus on two important aspects of the CX Specialist journey at Spot & Tango - training and quality assurance. Training is our team’s first impression of the brand and ensures our team is ready to perform in the CX Specialist role, while providing continuing education and support in their role. 

As the Learning & Development Associate at Spot & Tango, you’re ideally a detail-oriented and experienced trainer, with experience in instructional design, training delivery, and quality assurance methodologies. You will be responsible for identifying training needs, developing and implementing training initiatives, conducting quality evaluations, and providing feedback to improve processes and team performance. 

Responsibilities:

Create and implement comprehensive training programs for new hires and existing employees. Design instructional materials, such as training slideshow presentations and activities, standard operational procedures, visual aids, and support training initiatives. 

• Deliver engaging and interactive training sessions, both in-person and virtually, utilizing various training methods and technologies. 

Collaborate cross-functionally to identify training needs and develop customized training plans to address skill gaps and performance issues. 

• Provide ongoing coaching and feedback to employees and teams to improve performance and adherence to our quality standards. 
• Evaluate conversations of team members on a regular basis to evaluate performance, identify friction in the customer experience, and suggest coaching or training needs based on those evaluations. 

Requirements 

• A minimum of 2 years of experience in a contact or call center, or a related field; experience working with D2C subscription businesses or in the pet industry is a plus
• A knack for building rapport with people quickly and easily 
• Strong problem-solving skills and the ability to think on your feet
• Proven experience in instructional design, training delivery, and quality assurance. 
• Eager to learn, grow, and develop your professional skills
• Excellent communication and presentation skills, with the ability to convey complex information to diverse audiences. 
• Analytical mindset with the ability to collect, analyze, and interpret data to drive decision-making and process improvement. 
• The ability to thrive in a fast-paced environment and balance multiple priorities
• Believe in customer service  as a growth driver and brand differentiator
• Dog lovers are a plus!  

This opportunity is a full-time role, with a market-competitive salary and benefits package. This position has the flexibility to be fully remote. When working from home, you must have access to a quiet space suitable for confidential conversations.