Customer Experience Training Lead

At Orion180, we don’t just stand out for what we do; we shine because of how we do it. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products. Our vision is to be the premier global provider of insurance solutions and redefine the insurance industry.

Orion180 is proud to call two vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas, location places us in a dynamic center of culture, business, and entertainment, keeping us deeply connected to innovation and growth.

Who We Are

At Orion180, we don’t just stand out for what we do, we shine because of how we do it. By integrating cutting-edge, proprietary technology, innovative solutions, and compassion for serving our customers, we are redefining the insurance experience. Our vision is to be the global premier provider of insurance solutions. Our mission is to deliver an exceptional insurance experience through innovative technology, unparalleled customer service, and a comprehensive suite of products.

Orion180 is proud to call two vibrant cities home. Our headquarters on Florida’s stunning Space Coast in Melbourne offers an exceptional quality of life, with affordable housing, excellent transportation, and close proximity to major cities like Orlando, Tampa, and Miami. Our Irving, Texas location places us in a dynamic center of culture, business, and entertainment, keeping us deeply connected to innovation and growth.

Customer Experience Training Lead

The Customer Experience (CX) Team is a key part of Orion180's great insurance experience because they help policyholders, agents, and partners with accuracy, professionalism, and care. This group handles customer questions, policy service requests, and customer education across a number of channels to make sure that problems are solved quickly and effectively.

As the CX Training Lead, you will be in charge of delivering in-person training, supporting new hires until they graduate out of our training program, and working as a SME to develop SOP’s and keep our Knowledge Base current and updated. You will work directly with Team Leads, Managers, and our Instructional Designer. You will contribute to our effort to make sure that every interaction shows Orion180's dedication to innovation, empathy, and world-class support.

What You’ll Do

Leadership & Training

• Lead the delivery of high‑quality onboarding and ongoing training that equips CX associates to deliver empathetic, accurate, and professional customer interactions across all channels.
• Travel to other Orion180 CX locations as needed to deliver in-person training.
• Reinforce CX service standards by modeling best‑in‑class customer interactions and training associates on tone, communication, and problem‑solving skills.
• Partner closely with Quality, Instructional Design, and CX Leadership to ensure training content aligns with quality expectations, customer experience goals, and evolving business needs.
• Incorporate scenario‑based and role‑play training to prepare associates for real‑world customer situations and complex interactions.
• Support a consistent, customer‑first culture by embedding CX values, service expectations, and soft‑skill development into all training programs.
• Function as a subject matter expert, training associates on policies, procedures, and tools to ensure accurate, compliant, and consistent information is provided to customers.
• Act as a trusted resource for onboarding associates, providing guidance and support that builds confidence and promotes exceptional customer experiences.
  
  

Customer Service Excellence

• Build strong, trusting relationships with new hires by serving as a consistent point of support throughout onboarding and early development.
• Deliver engaging, in‑person training that prepares associates to provide empathetic, accurate, and professional customer service.
• Create a welcoming and supportive learning environment that encourages questions, confidence, and continuous growth.
• Model excellent customer service behaviors and communication standards in all training interactions.
• Foster a culture of learning, accountability, and pride in delivering exceptional customer experiences.
  
  

Performance & Process Management

• Partner with Instructional Design to execute and continuously improve structured onboarding and training programs to ensure consistency, knowledge retention, and readiness for production.
• Identify training gaps through collaboration with Quality and CX leadership, using performance trends and feedback to refine training approaches.
• Support development of training documentation, playbooks, and materials to ensure processes are clear, current, and scalable.
• Track training effectiveness and readiness metrics, providing insights and recommendations to leadership.
• Support process improvements by translating operational or quality findings into targeted training initiatives.
• Ensure training programs adapt to new lines of business, tools, or process changes while maintaining CX service standards.
• Promote continuous improvement by evaluating training outcomes and making data‑informed enhancements
  
  

What We’re Looking For

Education: High school diploma or GED required; must be at least 18 years old.

Experience: Minimum of 2 years in customer service (phone or in-person). Prior training experience.

Licensing: Property & Casualty Producer License (General and Surplus Lines) preferred; otherwise must obtain 440 license within 30 days.

Skills

• Strong interpersonal and relationship‑building skills, with the ability to connect quickly with new hires and establish trust.
• Proven ability to deliver engaging, effective in‑person training for adult learners.
• Excellent verbal and written communication skills, with the ability to explain concepts clearly and confidently.
• Coaching and development mindset, with a passion for helping associates grow their skills and confidence.
• Solid understanding of customer service best practices and customer experience principles.
• Ability to adapt training approaches to different learning styles and experience levels.
• Strong organizational skills with the ability to manage multiple training priorities at once.
• Comfortable providing constructive feedback in a supportive and encouraging manner.
• Collaborative approach, with the ability to partner effectively with CX leadership, Quality, and peers.
• Detail‑oriented, with a commitment to consistency, accuracy, and high standards.
• Ability to remain flexible and positive in a fast‑paced, evolving environment.
• Demonstrated professionalism, reliability, and accountability.
  
  

What’s In It For You

• Dynamic Environment: Thrive in a fast-paced, collaborative, and results-driven office where your contributions make a real impact.
• Career Growth: Opportunities for professional development and advancement within a supportive company culture. We believe in nurturing talent and providing the tools you need to succeed.
• Compensation: Competitive pay with performance bonuses.
• Benefits: Medical, dental, vision, 401k, paid holidays, PTO and more!
  
  

Regularly required to sit, stand, and walk, including the use of stairs. Ability to communicate with others, lift light objects (<25 lbs), and use standard office equipment. Required to bend, twist, or stoop to open/close cabinets or reach for files.

If you need special assistance or an accommodation to apply for a posted position, contact our Human Resources department at [email protected].

Orion180 is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.