WHO WE ARE
SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.
Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.
For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.
SUMMARY
The Training Manager, Customer Support at SQUIRE is responsible for the strategic and operational leadership of training and quality initiatives within the Customer Support team.
The Training Manager plays a pivotal role in building the training function for the Customer Support team by specifically creating, refining, and delivering training content while leveraging data-driven insights to address knowledge gaps, improve team performance, and enhance customer satisfaction. With a focus on results, this position combines strategic planning with hands-on leadership to foster a culture of learning, accountability, and operational excellence.
REPORTS TO
Director, Customer Support
JOB DUTIES AND RESPONSIBILITIESTraining Program Development and DeliveryDesign, implement, and manage comprehensive onboarding programs for new hires, measuring 30-60-90 post training performance, ensuring a smooth transition into their rolesDevelop and maintain training content, including manuals, presentations, e-learning modules, and job aids, specifically designed to drive core KPI’s of: First Response Time (FRT), Customer Satisfaction (CSAT and Total Time to Resolution (TTR)Facilitate training sessions and workshops across multiple levels of customer support team members to enhance product knowledge, soft skills, and operational efficiencyIdentify training needs through collaboration with team leads, management, and feedback from support staff
Quality Assurance OversightPerform 4 QA reviews per agent, per monthReview quality assessment data to identify trends, strengths, and areas for improvement across the teamUse QA insights to drive training updates and focus areas for coaching sessionsProvide feedback to team leads and management on quality improvement strategies
Team Management and DevelopmentFoster a culture of collaboration and innovation within the training and QA teamPrioritize and align team efforts with organizational goals to ensure maximum impact
Performance Improvement and CollaborationPartner with Customer Support leadership to drive quality improvement initiatives and ensure alignment with department objectivesAnalyze performance data to assess the effectiveness of training programs and quality initiatives, making data-driven recommendations for enhancementWork closely with cross-functional teams, including Product and Operations, to ensure training content is accurate, up-to-date, and reflective of company objectivesDevelop and implement new hire training metrics with defined timelines to standardize agents ramp to proficiency
Performance Analysis and ReportingTrack and analyze training program outcomes using data and feedback to identify areas of success and opportunities for improvementPrepare and present reports on training effectiveness, trainee progress, and QA performance trendsRecommend strategies to optimize training content and delivery methods based on data insights
The duties and responsibilities outlined above are not a comprehensive list, and additional tasks may be assigned from time to time based on business needs.
PREFERRED EXPERIENCE AND QUALIFICATIONS5+ years of experience in training and quality management, or a related role within a customer support or contact center environmentProven ability to create engaging and impactful training content for multiple support teams (Tier 1, Tier 2, Advanced Technical), using various formats (e-learning, in-person, virtual, etc.)Strong analytical skills with the ability to interpret data and translate insights into actionable improvementsExceptional communication, coaching, and presentation skillsExperience managing or supervising a small teamDemonstrated ability to drive performance improvements and align team efforts with strategic goalsProficiency in using training platforms, learning management systems (LMS), and quality monitoring toolsFamiliarity with learning management systems (LMS), quality monitoring tools, and AI platformsWHAT WE OFFERCompetitive Base Salary ($80,000 - $100,000)New hire stock grant100% employer paid medical, dental, and vision insurance for you and your dependents401K plan with company contributionGenerous PTO and Parental Leave policiesInterview Accommodations
SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to recruiting@getsquire.com and someone on our team will respond to your request.
EEO Provision
SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Pay Transparency Nondiscrimination Provision
SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.
E-Verify Participation
SQUIRE participates in E-Verify. Learn more about E-verify here. 
