At Tive, we imagine a fully-transparent world in which everything and everyone is connected. We innovate beyond what the world thought possible—so what people hold near and dear arrives on time and in full.

We believe (and live!) four core values:

• Transparency First: We make everything visible so that everyone can operate better
• Always strive to make things simpler
• We are One Team, we have each other's backs
• Relentless iteration to optimize and improve

Whether shipped by road, rail, ocean, or air, Tive reduces shipment delays, minimizes rejected loads, and decreases theft, damage, and spoilage. Our customers count on Tive to ensure that their shipments are delivered on time and in full—because every shipment matters.

As the Support & Services Trainer, you will report to the Senior Director of Support and Services, with a primary focus on owning the end-to-end educational ecosystem for Support and Services, evolving our strategy from reactive to proactive enablement. With the rapid growth of the Support and Services team, you will be dedicated to efficiently, consistently, and thoroughly onboarding new hires and ensuring that team knowledge is kept up-to-date. You will bridge the knowledge gap between product releases and support readiness, standardize our training pipeline, and collaborate with leads and Subject Matter Experts (SMEs) throughout the business to establish internal career paths and support development plans.

Shift Structure: Primarily a 9:00 AM – 5:00 PM schedule with training and coaching expected to be primarily in-office, with the required flexibility to transition between active shifts to accommodate global business needs, training time zones, and shift-rotation schedules.

Our ideal candidate has:

• Excellent English written and verbal communication skills with the ability to explain complex concepts in accessible language
• Excellent interpersonal and customer service skills
• Ability to analyze to drive a culture of continuous improvements, new approaches, and personal excellence.
• Demonstrated ability to translate complex technical concepts (logic, calculations, configurations, system behaviors) into simplified, accessible documentation.
• Proven experience in training, onboarding, instructional design, or knowledge management
• A problem-solving mindset and curiosity to investigate issues end to end to ensure training materials are consistently accurate.

Preferable Qualifications:

• Familiarity with learning management systems (LMS) or training platforms
• Experience training on hardware or IoT products
• Background in supply chain, logistics, or SaaS support environments
• Experience with Salesforce or similar CRM platforms
• Instructional design certification or training-related credential

What you’ll be doing:

• Onboarding New Hires
• • Design, build, and execute a comprehensive onboarding program for all incoming Customer Support, Technical Support, and Monitoring Services personnel.
  • Conduct formal, live training sessions every 2 weeks as applicable for incoming cohorts.
  • Incorporate practical, hands-on learning modules utilizing designated hardware devices during the onboarding and training process to prevent purely theoretical learning.
• New Hire Probation Check-ins
• • Evolve and enforce monthly probation check-ins, enforcing clear success metrics, and ensuring that any learning gaps are addressed appropriately as you liaise with the Team Leader to provide support and accountability on all sides.
  • Reduce probation terminations through hiring support, and probation check-ins.
• Continuous Learning
• • Conduct monthly Knowledge Pulse Checks through fictional mock tickets/alerts involving a multi-layered issue to test critical thinking, logic, and tool mastery rather than just routine memorization.
  • Reverse shadow tenured representatives, watching them work live cases, to assure agents are adopting new workflows, shortcuts, or documentation naturally, or if they are relying on outdated tribal knowledge.
  • Facilitate ‘Teach-Back’ sessions, assigning tenured agents to lead short, 15-minute enablement huddles for the rest of the team when a SOP, Hardware or Platform feature is rolled out; reinforcing their status as Subject Matter Experts (SMEs)
• Training Documentation & Content Management
• • Create, maintain, and structure all internal training documentation, instructional coaching videos, and troubleshooting playbooks pertaining to Service and Support teams.
  • Enforce documentation standards that begin with an accessible, non-technical summary and progressively layer in complex technical logic, configurations, and calculations.
  • Establish a collaborative feedback review process to ensure questions and gaps identified by the support team are systematically updated back into training materials.
• Cross-Functional Readiness & Product Alignment
• • Partner with Product and Engineering to identify detailed feature information pertaining to Support needs.
  • Coordinate and facilitate recurring monthly Software and Hardware Support Review sessions, prioritizing product education, direct access to subject matter experts, and live troubleshooting workshops; ensuring a minimum period to test and familiarize themselves with new products, features or hardware before any new release goes live
  • Act as the primary gatekeeper to socialize critical feature updates, platform changes, and ticket submission best practices with customer-facing Account and Customer Success teams.
• Career Pathing & Team Upskilling
• • Design clear, measurable internal development paths to facilitate smooth interdepartmental moves and transitions into leadership roles.
  • Build targeted training tracks to safely upskill general support staff to execute technical support workloads, mitigating staffing strains during hiring cycles.
  • Cross-train support personnel on complex or siloed internal workflows

What does Tive offer?

• A chance to join what may very well turn out to be the most important company in your career.
• The autonomy and resources to build what you know how to build.
• Work with a committed global team that have each others back.
• Office-based or hybrid options. Your choice. 
• Competitive equity to ensure all of our employees have a sense of ownership in the long-term success of Tive’s growth.
  
  

We celebrate diversity, and consider it key to our success as both a team and a company. We are proud to be an equal-opportunity employer, and we are committed to creating an inclusive environment of mutual respect for all employees.