About us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes.

About the role

The Learning & Development Specialist for ShipStation Global Brands Support is a strategic and hands-on role responsible for designing, delivering, and continuously optimizing training programs that directly impact new hire performance, customer satisfaction (CSAT), and employee experience (eNPS). This role owns the onboarding lifecycle, supports trainer excellence, and drives training innovation to ensure a graduation rate of 75%+, CSAT of 90%, and eNPS of +35.

Primary Objectives

Own the onboarding program lifecycle
Maintain training content, videos and learning systems
Develop trainers and ensure consistent delivery quality
Analyze performance and feedback data to drive improvement
Partner with Support and Ops stakeholders
Enable employees through post-onboarding upskilling
Drive recognition and engagement

This position is hybrid (3 days per week in office; Tuesday - Thursday) and is located in Austin, TX. Approximately up to 15% expected travel to different cities, states, or countries to deliver learning programs or for professional development opportunities

About the team

The ShipStation Global CX Learning & Development Team fosters employee and customer growth by creating and managing learning programs aligned with organizational goals. This team handles employee and customer education, product release readiness, content development, knowledge management, and the design and implementation of the customer experience journey.

What will you be doing?

To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Position Duties (typical monthly, weekly, daily tasks which support the primary objectives):

Onboarding Program Ownership
Designs, delivers, and refines onboarding journeys based on performance data
Develops graduation criteria and ensures 75%+ of trainees meet readiness benchmarks
Collaborates with Ops to align training timelines with hiring needs
Training Content, Video and Systems
Maintains an up-to-date knowledge base and adaptive learning content
Creates and edits training videos for internal and external users
Leverages technology (Docebo LMS, AI tools, microlearning) to enhance training impact
Ensures all materials reflect brand tone, values, and key metrics
Trainer Development and QA
Leads Train-the-Trainer (TTT) certification and conducts regular trainer coaching, audits, and performance reviews
Creates a QA framework to ensure consistent delivery across sites
Performance & Feedback Analytics
Monitors new hire metrics throughout the 8-week training, utilizing a point system to measure success after every semester
Reports on graduation rates, CSAT trends, and agent sentiment (eNPS), driving improvement through post-training surveys and feedback loops
Stakeholder Partnership
Conducts bi-weekly syncs with Support and Ops leaders to review training progress and what’s to come
Runs quarterly training impact reviews linking KPIs to training outcomes and serves as the voice of the trainee in leadership conversations
Post-Onboarding Enablement
Builds 90-day upskilling roadmaps and partners with QA to target training for underperforming cohorts