Training Manager - Freelance, Remote

About the Client We are a fast-growing, premium health and wellness brand grounded in science, rigorous sourcing, and a commitment to helping people rebuild their health from the inside out. Our community expects excellence, clarity, and genuine care at every touchpoint. Our Customer Experience team is the voice of our brand: we don’t just resolve tickets, we protect trust, educate with clarity, and set the standard for what high-touch care should feel like. Why does this role exist? We’re hiring a Training Manager to build and lead the engine that turns new CX hires into confident, on-brand experts. As our team grows, we need one owner for onboarding, product science, brand voice, platform, and ongoing-skills training, including how we train people (and our internal AI tools) to work together. Your mission is to make learning something our agents look forward to every day, and to make sure every customer feels the same quality of care no matter who answers. Curriculum Design & Scale Build and continuously improve onboarding and ongoing training covering product science, brand voice, software platforms, and soft skills Create interactive training materials and certification checkpoints that reflect our brand voice and operational standards Scale the curriculum as the team and product line grow Live Training Delivery Facilitate high-energy, on-camera sessions that keep remote new hires engaged and confident from day one Coach agents with direct, constructive feedback delivered with care and encouragement Manage session scheduling and cohort logistics Knowledge Management & Science Translation Turn complex product science and SOPs into clear, memorable content agents can apply on the floor Create and maintain knowledge base cards that stay accurate and on-brand Build and maintain a centralized knowledge management system AI Training Integration Design and own the AI training curriculum for the CX team Train and refine our internal AI-driven knowledge management tools Keep up with new AI tools and identify where they can improve how the team learns and works Performance, Skill Gaps & Culture Measure new-hire ramp performance and training effectiveness, and adjust the curriculum based on real data Partner with CX leadership to identify team-wide skill gaps and build targeted refresher programs Embody and instill our culture and values from a new hire’s very first day Required Proven experience building and delivering training programs in a customer-facing environment (call center, retail, hospitality, or similar) Extensive experience leading live, interactive training sessions on camera, with strong presentation and public speaking skills Hands-on experience with AI tools and modern knowledge management platforms Excellent written and verbal communication with a sharp ear for tone, empathy, and brand voice Strong organizational skills to manage curriculum development, scheduling, and performance metrics at the same time Your superpowers are... Technical skills Curriculum design and building interactive learning materials Live virtual facilitation and public speaking Comfort with generative AI tools and knowledge management systems Using performance data to improve training Bonus: experience with CRMs, helpdesk platforms, e-commerce management platforms, and internal communication tools Bonus: experience building or maintaining a centralized KMS Bonus: prior training experience at a supplement, wellness, or DTC e-commerce brand, or at a global brand known for high-touch customer service Soft skills and traits Front-of-room energy: you light up a room (virtual or otherwise), command attention on camera, and keep groups engaged A coaching mindset that pairs direct feedback with encouragement The ability to simplify complex science into clear, memorable lessons A genuine passion for health, wellness, and personal growth Warmth balanced with precision: people feel both cared for and confident around you WFH Set-Up: Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up. Internet speed of at least 40MBPS Headset with an extended mic that has noise cancellation and a webcam Back-up computer and internet connection Quiet, dedicated workspace at home You should apply if... You take true ownership: when an issue or project crosses your path, you take full responsibility for moving it forward. You welcome feedback and see it as fuel for growth, not friction. You hold a high bar for excellence and refuse to settle for “good enough.” You drive momentum: you move fast, stay resilient, and help others rise with you. You believe great training changes how people feel about their work, and you want to be the person who makes that happen. You care about brand voice and customer trust, and you want to help build a team that protects both. What to expect... Work Setup: Remote position Must have a reliable internet connection and a quiet workspace Required to provide own computer with Intel Core i5 or something similar or higher operating system Working Hours: 40 hours per week TBA Compensation: $7 per hour No benefits package included