Lead, Support Trainer

Fullscript

  • Ottawa, ON
  • Permanent
  • Full-time
  • 1 month ago
Fullscript helps people get better. It's at the core of everything we do. As the leading platform for prescribing integrative health products, our work positively impacts millions of lives everyday. Our purpose extends well beyond our platform. As a health company, we are committed to the wellbeing of our team members. We are building an organization where people thrive, grow, and have a high impact through their work. 🌱At Fullscript, we're raising the bar on what exceptional customer support looks like-and that starts with world-class training. As our Lead, Support Trainer, you'll work with the Manager, Training & QA to develop and execute training programs for our growing Customer Support team. From leading a team of trainers and content specialists to optimizing training programs across multiple roles and locations, you'll turn learning into business impact by boosting agent confidence, accelerating ramp times, and enhancing the customer experience.This role is built for a strategic doer: someone who can turn complex needs into scalable programs, elevate team capability, and transform cross-functional content into actionable support enablement resources. You'll be a key driver in shaping CS into a growth engine, empowering agents to deliver better outcomes for practitioners and patients alike. \nWhat you'll do
  • Support the Manager, Training & QA in the direction, design, and delivery of support training for multiple support roles and geographies.
  • Mentor and directly manage Training Content Specialists and Trainer, fostering collaboration and continuous improvement.
  • Develop and deliver specialized training programs (virtual with some in-person training needs) and act as a backup facilitator for training programs, as needed.
  • Manage live training logistics such as scheduling, workshop facilitation, and ensuring training coverage across multiple training programs, and locations.
  • Integrate diverse learning modalities (e.g., microlearning, scenario-based practice, peer-to-peer coaching) into programs to accommodate varied learning styles and environments.
  • Champion the use of AI-enhanced learning tools and automation to streamline program delivery and reinforce training outcomes.
  • Analyze agent performance metrics and QA data to identify training gaps and drive iterative improvements across all onboarding and ongoing development training programs.
  • Collaborate with Product, Enablement, and Marketing teams to transform cross-functional content into support-agent-friendly learning materials.
  • Champion agent development and satisfaction through clear pathways, relevant learning, and impactful coaching.
  • Support the development of frontline coaches by contributing to “Coach the Coach” and CS leadership programs.
What you'll bring
  • 2+ years of proven leadership experience managing or mentoring other leaders and/or trainers or instructional designers.
  • 1+ years of experience supporting or training in lab services, diagnostic workflows, or a closely related field with demonstrated familiarity in laboratory or diagnostic contexts.
  • Demonstrated ability to strategically shape learning programs-not just deliver them-with a strong understanding of how training connects to performance, retention, and business goals.
  • Excellent cross-functional communication and the ability to align stakeholders.
  • Familiarity with LMS platforms, instructional design best practices, and content development tools (Google Suite, etc.)
  • Experience with adult learning principles, instructional design, and knowledge management systems.
What we can offer you
  • Generous PTO and competitive pay
  • Fullscript's RRSP match program for financial health
  • Flexible benefits package and workplace wellness program
  • Training budget and company-wide learning initiatives
  • Discount on Fullscript catalog of products
  • Ability to work Wherever You Work Well*
\nFullscript is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people, period. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, gender, age, disability, sexual orientation, gender identity and/or expression, marital or civil status, political affiliation, family or parental status, or any other status protected by the laws or regulations in the jurisdictions in which we operate. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please send an email to accessibility@fullscript.com and let us know the nature of your request and your contact information.Fullscript is committed to diversity in its workforce and is proud to be an equal opportunity employer. We are excited to work with talented people, period. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national or ethnic origin, gender, age, disability, sexual orientation, gender identity and/or expression, marital or civil status, political affiliation, family or parental status, or any other status protected by the laws or regulations in the jurisdictions in which we operate.Accommodations are available on request for candidates taking part in all aspects of the selection process. Please send an email to accessibility@fullscript.com and let us know the nature of your request and your contact information.

Fullscript