Super.comSU

Instructional & Enablement Analyst

We make saving and earning super simple by helping people find great deals, earn cash, and build their credit – all in one place.

Super.com

Employee count: 201-500

Salary: 55k-121k USD

Canada only

About Super.com

We started Super.com to help maximize lives–both the lives of our customers and the lives of our employees– so that everyone can experience all that life has to offer. For our employees, our promise is that Super.com is more than just a job; it’s an opportunity to unlock one’s potential, where learning is celebrated and impact is realized.
We are more than a fast-paced, high-growth tech company; we care about our people and take career progression seriously. This is your career and our aim is to supercharge it through the people, the work, and the programs that fuel who we are.

About this team

As an Instructional Enablement Analyst, you will be a key part of the Training Quality team, reporting to the Agent Enablement Vendor Management team within Super.com's Operations organization. The Agent Enablement and Vendor Management team is essential to optimizing agent performance and supporting seamless operations. This team manages various operational functions, including staffing, training, and critical BPO processes, ensuring agents have the resources they need for success. Your role will focus on designing impactful training materials and analyzing quality and training data to continually improve training effectiveness, contributing to the overall success and development of our agents.

About this role

As an Instructional Enablement Analyst, you will play a pivotal role in enhancing the quality of customer interactions and supporting continuous development within our customer service team. Your main responsibilities include designing impactful training materials, conducting regular audits of customer interactions, and providing feedback to drive improvement across both internal teams and vendor partners. You’ll collaborate with subject matter experts to develop comprehensive training agendas, modules, and assessments, as well as maintain an organized, up-to-date training library for easy access. In this role, you will monitor performance, leveraging data and KPI insights to make meaningful updates to the training. Your efforts will directly contribute to agent success and operational excellence through data-driven improvements and strategic training enhancements.

Responsibilities

  • Design and develop engaging training materials, including agendas, modules, and assessments, for agent success.
  • Conduct regular audits of customer interactions and provide constructive feedback to drive performance improvements.
  • Collaborate with subject matter experts to create and update training content that aligns with evolving business needs.
  • Work closely with the Quality team to leverage insights and identify training opportunities for enhancing agent performance.
  • Maintain an organized, up-to-date training library for easy access and reference.
  • Track and report on training effectiveness, using data and KPIs to identify areas for improvement.
  • Partner with internal teams and vendor partners to ensure consistent, high-quality agent training experiences.

Preferred Experience

  • 1+ years designing and implementing training materials in a call center environment.
  • Proven experience collaborating with Quality teams to use insights and enhance training effectiveness.
  • Strong ability to analyze data, identify trends, and make data-driven adjustments to improve training programs.
  • Experience overseeing cross-functional coordination and effectively influencing stakeholders.
  • Knowledge of customer service best practices and protocols, with Fintech or Travel industry experience preferred.
  • Demonstrated success in maintaining organized, up-to-date training resources for easy access and reference.

Nice to have

  • Advanced proficiency in training development tools (e.g., Articulate, Captivate, Adobe Creative Suite).
  • Experience in a high-growth startup environment or with remote training delivery.
  • Background in instructional design or adult learning methodologies.
  • Certification in customer service, training, or quality assurance (e.g., CPTD, CCXP, COPC).

We Believe in Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Accommodations are available on request for candidates taking part in all aspects of the selection process. If needed, please notify our Talent Acquisition Partner.

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About the job

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Posted on

Job type

Full Time

Experience level

Mid-level

Salary

Salary: 55k-121k USD

Location requirements

Hiring timezones

Canada +/- 0 hours

About Super.com

Learn more about Super.com and their company culture.

View company profile

We make saving and earning super simple by helping people find great deals, earn cash, and build their credit – all in one place.

We’re on a mission to help everyone keep as much of their hard-earned money as possible, so they can experience more of the best things life has to offer.

We believe people do their best when they can work where and how they want.

  • Anywhere in the world: Most of our employees are in North America, but we're global.

  • Wherever you want: WFH or a local coffee shop. Love office life? We have those, too.

  • Life/work harmony: From school pick-ups to morning yoga classes, you own your schedule.

Empowering everyone to live life to the fullest

We make it easier for people to keep more of their hard-earned money so they can experience the best of what life has to offer.

  • Our people: We are high-energy and driven by results. We work smarter, not harder. We care deeply about learning from and inspiring each other daily.

  • Our work: We are united in our passion for growth and impact. We have a high-performing culture that invites everyone to innovate on interesting projects that make a difference.

  • Our programs: We celebrate and support learning, and we dedicate funding for professional development, gratitude and recognition, and coaching.

Employee benefits

Learn about the employee benefits and perks provided at Super.com.

View benefits

Generous Equity Options

Super.com provides generous equity options, giving employees a stake in the company's success.

Parental Leave

Super.com offers a robust parental leave program to help new parents balance work and family life.

Unlimited PTO

Super.com offers unlimited PTO, allowing employees to take the time they need to recharge and relax.

Recharge Days

Super.com includes recharge days as part of its benefits, ensuring employees can rest and rejuvenate.

View Super.com's employee benefits
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Super.com

Company size

201-500

Founded in

2016

Chief executive officer

Hussein Fazal

View company profileVisit super.com

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