Step into a dual-impact role where you train new hires and support customers, switching gears as business needs shift. If you’re confident leading a room, love coaching people up, and can deliver great service in both French and English, this is your spot.
About Foundever
Foundever is a global customer experience (CX) leader supporting 800+ leading and digital-first brands with people, technology, and expertise. They operate at scale across 60+ languages and 45 countries, with a culture recognized for global workplace excellence.
Schedule
- Remote role (Canada, any province)
- Flexible schedule required (days, nights, and weekends depending on training assignments)
- Training assignments range from 3 days to 10 weeks (average 4 weeks)
- Training responsibilities typically do not exceed 6 months within a 12-month period
- Up to 25% travel required
- Criminal background check required (last 7 years)
What You’ll Do
- Plan, prepare, and deliver training for Customer Service Agents using varied learning methods
- Facilitate soft skills and product training to support KPI performance and client standards
- Coach and mentor agents one-on-one and in group settings during classroom and OJT phases
- Supervise 14–30 agents during training programs and document performance and adherence
- Administer evaluations and testing to assess trainee performance and readiness
- Maintain virtual classroom readiness (PC setup, connectivity, audio-visual tools, supplies)
- Produce training reports and communicate updates with leaders and client representatives
- Provide escalation support and coaching during on-the-job training as needed
- When not training, serve as a Customer Service Agent handling inquiries, resolving issues, and documenting interactions
What You Need
- Bilingual French and English communication skills (written and verbal)
- Preferred: AA degree (not required)
- Preferred: 2 years training/teaching/coaching experience or equivalent combination with contact center experience
- Microsoft Office proficiency (Excel, PowerPoint, Word) and strong computer navigation/troubleshooting skills
- 90% schedule adherence on current program required and must be in good standing (no written warning/PIP)
- Ability to lead large groups, coach effectively, and escalate issues appropriately
Benefits
- Award-winning culture and growth-focused environment
- Ongoing training and development opportunities
- Use of approved AI tools may support day-to-day tasks (role dependent)
Apply now if you’re ready to lead, coach, and deliver service at a high standard in a flexible dual-role seat.
If you’ve got the presence to teach and the patience to support, you’ll do well here.
Happy Hunting,
~Two Chicks…