Job Description

Meet Compass

We are a full-service Business Process Outsourcer (BPO) that partners with brands to power growth through exceptional customer experience. Compass was built by e-commerce trailblazers who couldn’t find a customer service partner as innovative as they were—so they created it themselves.

While many companies view customer care as a cost center, we know it is a strategic engine for growth. By delighting customers, actively listening to their feedback, and translating those insights into actionable product data, we transform everyday support into a powerful tool for scaling businesses.

Because we do things differently, we set a high bar for our talent. In return, we operate with total transparency, treat our team fairly, and invest in your development. We don’t just want you to take a job; we want you to grow a lasting career with us.

Position Title: Learning & Development Trainer / Instructional Designer

Department: Training Department

Reports To: Training Manager

Employment Type: Full-Time

Location: Remote (Work from Home)

Job Summary

We are seeking an energetic, dual-skilled Remote Learning & Development Trainer / Instructional Designer to join our distributed L&D team. In this role, you will own the end-to-end learning process in a fully remote environment: analyzing training needs, designing engaging digital curriculum and instructional materials, and facilitating high-impact virtual training sessions.

Your primary focus will cover two key areas: leading virtual onboarding for New Hire Training Classes to drive early productivity and retention, and designing and facilitating interactive Virtual Leadership Development Programs to cultivate distributed leaders across our organization.

Key Responsibilities

1. Virtual Facilitation & Delivery

• Remote Onboarding: Lead virtual end-to-end new hire training cohorts, driving early engagement and guiding distributed team members through company culture, tools, systems, and core competencies.
• Leadership Development: Facilitate interactive virtual workshops, webinars, and coaching sessions focused on remote leadership, management skills, distributed team communication, and performance management.
• Virtual Engagement: Utilize advanced virtual facilitation techniques (breakout rooms, digital whiteboards, live polls, interactive chat) to maintain high energy, engagement, and retention across time zones.
• Assessment & Feedback: Conduct virtual skill assessments, track learner progress, and provide structured 1-on-1 feedback to ensure remote learners hit key performance benchmarks.

1. Instructional Design & Digital Content Creation

• Curriculum Development: Apply adult learning theories (e.g., ADDIE, SAM, Kirkpatrick) to design scalable, asynchronous and synchronous digital learning solutions (e-learning courses, micro-learning modules, digital job aids, and virtual facilitator guides).
• Multimedia Production: Create self-paced digital learning assets and video tutorials using modern authoring tools (e.g., Articulate Storyline, Rise 360, Canva, Loom).
• Needs Analysis: Collaborate asynchronously and synchronously with department managers and subject matter experts (SMEs) to map out learning objectives and identify performance gaps.
• LMS Administration: Upload, configure, and maintain training programs within our Learning Management System (LMS), monitoring completion tracking and remote learner metrics.

1. Program Maintenance & Continuous Improvement

• Update existing training materials regularly to ensure alignment with operational shifts, system software updates, and remote work best practices.
• Analyze learner surveys, platform analytics, and post-training metrics to evaluate program effectiveness and report on business impact to L&D leadership.
• Partner with the Training Manager to optimize remote learning workflows, digital documentation, and onboarding roadmaps.

Required Qualifications & Skills

• Experience: 5 years of combined experience in instructional design and classroom facilitation.
• Remote Facilitation Mastery: Proven expert in driving high engagement in virtual environments using tools like Google Meet, Zoom, Microsoft Teams, and Webex.
• Instructional Design Expertise: Hands-on experience developing asynchronous e-learning modules using course authoring software (Articulate 360, Rise, Adobe, Canva, or similar).
• Remote Work Competency: Exceptional self-management, digital communication, and asynchronous collaboration skills across time zones.
• Tech Savvy: Familiarity with modern Learning Management Systems (LMS) and collaborative cloud tools (Slack, Google Workspace, Notion, Microsoft).
• Workstation Requirements: A dedicated, quiet home office space with reliable high-speed internet and professional video/audio capabilities for facilitation.
• Must have handled Customer Service campaigns and brands that included phone, chat, and email channels.
• Strong verbal communication and presentation skills, with the ability to present information clearly and concisely in a group setting as well as skills to analyze, interpret, and address training needs.
• Ability to read and comprehend technical instructions, policies, and/or procedures to fully understand the program and contractual requirements.
• Excellent teamwork skills.
• Flexible, with the ability to react and adjust quickly to changing priorities.
• Ability to build rapport with others at all levels of the organization.
• Strong time management and organizational skills.
• High energy, enthusiastic, and motivational training style.
• Ability to motivate and engage class participants.
• Ability to interact and communicate effectively with diverse and multi-generational groups.
• Knowledge of how to relate to different learning styles is helpful.

Availability:

• Full-time (40 hours a week), supporting clients and leaders in the United States (primarily Eastern Time Zone) and the Philippines.
• Open availability preferred; schedule may include weekdays, weekends, nights, and holidays.
• Applicants must have a strong internet connection to support systems and a computer/laptop with a webcam.