Cx Training Specialist

Company Overview:
If you see technology as a way to smooth your path in life, our team does too: Your Path, Our Journey.

We believe in technology that connects talented people who embrace diversity to create and share paths we don't even know about (yet). We work to generate value not only for our users but, above all, for the communities we serve and for society as a whole, making every day better for everyone with mobility and delivery services (99) or digital payments (99Pay).

To make life easier for millions of people every day, since 2018, we have been part of DiDi DiDi Global Inc., the world’s leading mobility technology platform. We are pioneers in creating innovative solutions that start in Brazil and scale up to make a positive impact in more than 12 countries where DiDi operates. This innovation encompasses sustainability, safety, artificial intelligence, financial markets, and much more.

Whether building projects from scratch or improving our solutions, we enjoy challenges that give us butterflies, which is why we work at a fast pace with respect, collaboration, and good humor. Along this journey, we also draw strength from diverse experiences and opinions to grow together, fail quickly, learn, and adjust the course to create solutions that deliver even better results.

LI-Hybrid

Team Overview:
Role Responsibilities:

- SDR Onboarding & Ramp-Up- Facilitate new hire onboarding sessions covering company, tools, pitch, and processes.
- Create structured learning paths to reduce time-to-productivity.
- Monitor ramp-up progress and intervene with coaching when needed.
- Ongoing Training & Skill Development- Design and deliver refresher training on messaging, objection handling, tools, and campaigns.
- Create micro-learning modules, role-play scenarios, and sales simulations.
- Evaluate skill gaps and recommend targeted training interventions.
- Content Development & Maintenance- Develop and maintain training materials including decks, handbooks, videos, and checklists.
- Ensure training documentation is up to date and aligned with current processes.
- Collaborate with Sales Ops, Product, and Marketing to integrate updates into enablement content.
- Performance Coaching & Feedback Loops- Partner with QA and team leads to identify coaching opportunities based on performance data.
- Deliver 1:1 or group coaching sessions focused on improvement areas.
- Track training impact on KPIs such as call quality, productivity, and conversion.
- Program Evaluation & Reporting- Collect and analyze feedback from trainees to improve future sessions.
- Maintain records of participation, certification, and performance impact.
- Present enablement metrics to the SDR Enablement Manager.

Key Deliverables:

- SDR onboarding program and documentation
- Monthly training calendar and attendance reports
- Training effectiveness dashboards and feedback summaries
- Playbooks, templates, and enablement content library

Role Qualifications:
Key Attributes We Value:

- High resilience and emotional intelligence; able to handle rejection without losing momentum
- Strong listening skills and curiosity
- Enthusiastic and high-energy communication style
- Team player who thrives in collaborative and fast-paced environments

Qualifications:

- 2+ years of experience in training, enablement, or SDR/inside sales coaching
- Strong facilitation, presentation, and instructional design skills
- Experience with LMS platforms and sales tools (e.g., CRM, dialers, sales engagement software)
- Strong interpersonal and communication skills

Preferred Skills:

- Certification in training, coaching, or instructional design
- Background in adult learning or performance consulting
- Experience in fast-paced inside sales environments

Competencies:

- Facilitation & Coaching
- Content Design & Delivery
- Analytical Thinking
- Sales Acumen
- Communication & Collaboration

**What we really want to see in you:

- Strategic thinking with the ability to also go deep on the details and analysis. Hands on execution and continuous improvement mindset.
- Data, data and more data - Come with examples and show us with hard driven facts what you have accomplished in the past.
- Must be customer-centric and can develop creative solutions to various complex problems.
- Ownership and end to end accountability, with a protagonist attitude
- Clear examples in management roles where YOU drove change, innovated and motivated your team.
- We need team players, not solo artists. Tell us about your team's accomplishments

EEO Statement:

- We create customer value - We strive to always create valuable experiences for our users in everything we do. Our focus is to always innovate new experiences that are safe, pleasant, and efficient.
- We are data-driven - We are strong believers in making informed decisions, that’s why we are data-driven. We can better navigate the business landscape strategically by analyzing valuable metrics.
- We believe in Win-win Collaboration -