Work In Tech

Learning Experience Coordinator
Chennai, India

About the Job:

The mission of the Learning Experience Coordinator is to develop, maintain, and continuously enhance Marketing & Professional Services training programs, focusing on both team member onboarding and ongoing learning. You play a pivotal role in ensuring our teams are equipped with the knowledge, confidence, and resources needed to deliver exceptional service. You design and implement structured training initiatives, oversee quality assurance processes, and continuously enhance learning experiences to reduce knowledge gaps and improve partner interactions. By fostering a culture of continuous learning and adaptability, you directly contribute to higher service quality, reduced escalations, and increased team effectiveness in delivering and communicating Vendasta’s Marketing & Professional Services. The success of this role is measured by the direct resolution of partner concerns through clear and effective training strategies. A decrease in escalations will indicate the role’s effectiveness in addressing knowledge gaps and improving service delivery.

Your Impact:

Training & Development:

• Design, implement, and refine training programs that enhance team member knowledge and skills, including Marketing Services Academy and ongoing learning sessions.
• Maintain and update training content within the Learning Management System (LMS) to ensure accessibility and relevance.
• Facilitate engaging training sessions using interactive methods such as hands-on practice, role-playing, and real-world scenarios.
• Develop and maintain self-serve learning resources to support continuous team development.
• Measure training effectiveness through competency assessments, feedback loops, and engagement metrics.
• Participate in Product Launch training to ensure Client Engagement and Fulfillment have the tools and knowledge needed to successfully deliver a service.
• Continuously iterate on training programs to align with evolving processes, technologies, and industry best practices.
• Ensure training materials remain up to date by proactively managing content updates based on platform enhancements and service changes.
• Foster an environment of adaptability by introducing training on new tools, workflows, and methodologies.

Quality Assurance & Continuous Improvement:

• Conduct weekly call and ticket reviews to assess service quality, identify gaps, and provide actionable feedback.
• Partner with managers to implement Lattice Grow paths for individual learning and development.
• Standardize and refine training materials to ensure consistency across all Marketing Services teams.
• Work closely with Client Engagement, Fulfillment, Product teams, and Vendasta L&D to align training with company goals and updates.
• Track and analyze quality scores and escalation trends, refining training content accordingly.
• Equip teams with the resources to navigate change with confidence (change management)

What you bring to the table:

• Strong ability to design and deliver engaging training programs.
• Experience in instructional design, including interactive and self-paced learning strategies.
• Skilled in developing competency assessments and feedback mechanisms to measure learning impact.
• Experience conducting call and ticket reviews to assess service quality.
• Ability to provide constructive feedback and coaching to improve performance.
• Knowledge of best practices in service quality measurement and improvement.
• Proficient in Google Suite (especially Google Slides) for training material development.
• Experience using LMS platforms to organize and track learning progress.
• Ability to create visual and video training assets using Canva or similar tools.
• Advanced understanding of Vendasta’s platform, products, and Marketing Services offerings (or ability to quickly develop expertise).
• Ability to adjust training programs to reflect platform updates, process changes, and evolving business needs.
• Strong problem-solving skills to proactively identify learning gaps and training opportunities.
• Ability to support team members in clear, professional communication, including speech clarity and active listening techniques.
• Familiarity with accent neutralization strategies to enhance partner interactions.
• Experience in coaching team members on confident and effective communication skills.
• 1-2 years of experience in Marketing or customer service. Preferably within a SaaS or technology environment.
• Experience in teaching accent neutralization is beneficial but not required.
• Prior Marketing Services experience is a plus!
  

About Vendasta:

So what do we actually do? Vendasta is a SaaS company composed of a company of global brands including; MatchCraft, Yesware and Broadly, that builds and sells software and services to help small businesses operate more efficiently as a team, meet more client needs, and provide incredible client experiences. We have offices in Saskatoon, Saskatchewan, Boston and Boca Raton Florida and Chennai, India.

Perks:

• Benefits health insurance
• Paid time offs
• Training & Career Development: Professional development plans, leadership workshops, mentorship programs, and more!
• Free Snacks, hot beverages, and catered lunches on Fridays
• Culture - comprised of our core values: Drive, Innovation, Respect, and Agility
• Night Shift Premium
• Provident Fund