Customer Trainer

Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day. 

Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu, founded and led Google's Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences.

Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at Cresta.

About the role:

As a Customer Trainer at Cresta, you will play a pivotal role in ensuring our customers and employees have the knowledge and skills they need to make the most of our contact center technology. You will collaborate with Subject Matter Experts (SMEs) to design and deliver engaging, instructor-led training sessions, create instructional videos, and support documentation. Your goal is to drive product adoption and enable our customers to see value quickly.

Key Responsibilities:

• Collaborate with SMEs: Work closely with Subject Matter Experts to design engaging, instructor-led training sessions that align with Cresta's product offerings and customer needs.
• Facilitate Training Sessions: Lead group training sessions for customers, ensuring they have a deep understanding of our products, features, and best practices.
• Curriculum Maintenance: Continuously maintain the live training curriculum, making improvements based on product enhancements and feedback from learners and SMEs.
• Product Knowledge: Be a resourceful learner, consistently seeking ways to better understand Cresta's products and how customers leverage our solutions in various use cases.
• Company Initiatives: Actively participate in various company initiatives and projects as requested, contributing your expertise and insights to help achieve our organizational goals.
• New Hire Onboarding: Support with onboarding and training for new hires, helping them acclimate to Cresta's culture and technology solutions.
• Video Creation: Record instructional videos and product demonstrations to enhance the learning experience and provide easy access to training materials.
• Documentation: Assist with auditing, maintaining, and creating support documentation to ensure users have access to clear and up-to-date resources.
• eLearning & Instructional Design: 
• Design and build interactive eLearning courses using Articulate Rise (and Storyline, where applicable)
• Translate product workflows and use cases into engaging, self-paced learning experiences
• Incorporate multimedia elements (video, quizzes, knowledge checks) to reinforce learning outcomes
• Maintain and update eLearning content in alignment with product release

Qualifications:

• 3-5 years of experience
• Previous experience in the contact center industry is highly preferred.
• Demonstrated experience as a trainer, educator, or in a similar role.
• Strong problem-solving skills and the ability to adapt to changing training needs.
• Excellent written and verbal communication skills.
• Self-motivated, proactive, and able to work independently in a remote environment.
• Willingness to travel (up to ~50%)
• Tech-savvy and eager to learn new technologies and products.
• A strong desire to help others succeed and a passion for education.
• Experience with SaaS products or contact center technology is a plus.
• Strong presentation and facilitation skills (comfortable leading live sessions)
• Ability to explain complex concepts in a simple, engaging way
• Experience creating training content (slides, videos, documentation, LMS content)
• Customer-first mindset with strong empathy and communication skills
• Highly organized and able to manage multiple training programs
• Comfortable working cross-functionally with CS, Product, and Sales teams

Perks & Benefits: 

• We offer Cresta employees a variety of medical, dental, and vision plans, designed to fit you and your family’s needs
• Paid parental leave to support you and your family
• Monthly Health & Wellness allowance
• Work from home office stipend to help you succeed in a remote environment
• Lunch reimbursement for in-office employees 
• PTO: Flexible 

Compensation at Cresta 

Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

The posted base salary range represents what we expect to pay for this role in a given location. Final offers are shaped by factors like experience, skills, education, and geography. In addition to base pay, total compensation includes equity and a comprehensive benefits package for you and your family.

Salary Range: $120,000 - $150,000 Base + Offers Equity

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored.  If you are uncertain whether you have been contacted by an official Cresta employee, reach out to recruiting@cresta.ai