US - Training Specialist

Role Details

About Us

PartnerHero is now Crescendo — a stronger, bolder force in customer experience.
Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re setting a new global standard.
We deliver Augmented AI — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24/7 support in any language without compromising quality or empathy.At Crescendo, we don’t just connect talent with opportunity — we elevate businesses and people worldwide. Our integrated technology, global reach, and people-first culture empower teams to thrive and partners to grow faster.

Welcome to Crescendo. Welcome to what’s next.
 

The Role

Do you like helping others? A Dedicated Trainer helps to keep training content consistent and up-to-date, new PH agents supported and coached to achieve their full potential, and maintains a proactive awareness of gaps in the partner knowledge base. Our trainers are the first to get acquainted with our new team members and be their guide through the many tools, resources, and workflows we utilize!

We are looking for a passionate, support-focused, and adaptable Trainer to assist with our growing Headway team. As a Trainer at PartnerHero, you will spend approximately 50% of your time in supporting our partner’s customer in production and approximately 50% of your time creating and leading learning programs to encourage development of growth-oriented, customer-centric contributors!

A successful candidate will be able to balance weeks-long training initiatives and collaboration with multiple stakeholders, with meeting production expectations while completing tasks assigned by leadership during periods where training is not scheduled. The ideal candidate will be detail-oriented while being able to see the big picture, and be a strong independent worker with superb communication and time-management skills..


What You’ll Do:

• Assist in creating interactive and engaging instructor-led and online training courses
• Revise, update, and maintain training courses
• Contribute to online instructional design and development standards
• Perform technical review and quality testing of completed courses
• Adhere to Headway brand, image, and style guidelines in training asset development
• Leverage best practices in Knowledge Centered Service to develop and maintain a robust and efficient knowledge base for staff and partner consumption
• Schedule and deliver standard training plans on a defined timeline for partners and Headway staff in a virtual environment
• Maintain current knowledge of Headway products
• Understand and demonstrate proficiency with various teams’ processes and procedures for successful training of staff
• Conduct quality evaluations on specified Partner Success teams providing feedback to staff and management
• Periodically evaluate training modules and programs for effectiveness and implement
• improvements
• Actively participate in team meetings, projects and other initiatives to ensure collaboration, visibility, and support to teams
• Perform other duties as assigned to ensure the success of the team and the entire organization
• Assist Headway by helping clients gain access to mental healthcare primarily through email and outbound phone calls (business to business) with insurance agents for up to 50% of scheduled working hours
• You perform project duties and tasks that are within your skill and expertise level for your role as assigned by program management
• You may flex between program duties and provide ad hoc support for program specific projects, products, queues, and coverage
• Depending on business needs and the needs of our partner, occasional shift realignments, holiday coverage, and schedule assignments are subject to change at any time and require your ability to meet assigned schedules

What We Expect From You:

• 2 + years of experience in a Customer Experience role
• 6+ Months experience with educational resource development and facilitation
• Solid understanding of, or experience with, Headway’s products and services
• Fundamental understanding and ability to apply adult learning principles
• Ability to meet tight timelines
• Strong presentation and technical writing skills
• Experience designing training
• Demonstrated knowledge of instructional design tools
• Ability to produce thorough and complete documentation
• Ability to work independently as well as a contributing team member
• Excellent listening skills and a commitment to communicate clearly, completely, and in a timely manner
• Ability to organize effectively, determine priorities, and move work forward
• Exceptional skills in partnering with partners and staff in developing and maintaining long-term supportive relationships
• Willingness to accept coaching to remove barriers to effective working relationships
• Understanding of knowledge center support methodologies to develop a knowledge base that is effective for staff and partner consumption
• Must be able to perform the physical and intellectual requirements of the role, with or without accommodation
• An identification with PartnerHero’s Core Values: Be Humble, Take Ownership, Care for Others, Embrace Growth, Manifest Trust

What You’ll Get In Return:

• Full-time with the potential for overtime if requested
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
   

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact careers@crescendo.ai.

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