Customer Success Training and Performance Specialist

Antidote Health is a tech-driven health insurance company on a mission to make healthcare easy, accessible, and more affordable.

We’rerethinking how healthcare works—using technology to remove the friction, complexity, and delays that define the traditional system. Instead of navigating paperwork, long waits, and disconnected experiences,we’rebuilding a simpler, more connected way for people to get care.

Our platform combines health coverage, virtual care, and a modern member experience into one seamless system designed to help people actually usetheir benefits.

We offer

Affordable

Care Act (ACA) health plans in Arizona and Ohio, andwe’regrowing quickly.

We’rebuilding a company focused on solving real problems—withrealimpact on people’s lives.

The Customer Success Training and Performance Specialist builds the knowledge, skills, and confidence Customer Success employees need to support members, brokers, providers, patients, and internal partners accurately and effectively.

This position owns assigned learning programs from needs assessment and design through facilitation, certification, nesting support, and post-training evaluation. The Specialist partners with Customer Success leadership, Quality Assurance, Workforce Management, Compliance, and subject matter experts to translate operational requirements and performance trends into practical learning solutions.

The role supports Tier 1 Member Services, Tier 2 Customer Success Operations, and Tier 3 Customer Advocacy and Regulatory Affairs in a fast-growing health plan environment. Success requires healthcare subject-matter aptitude, strong facilitation and instructional design skills, and the ability to show that learning improves workplace performance.

Antidote Health's mission is to redefine healthcare by providing affordable, high-quality, accessible care and insurance products. The Customer Success organization supports that mission by making healthcare easier to understand, access, and navigate for members, brokers, patients, providers, and internal partners.

• Design and facilitate new hire, cross-training, refresher, remediation, system, product, and process-change training in virtual, classroom, and blended formats.
• Develop facilitator guides, participant materials, eLearning, simulations, job aids, practice activities, knowledge checks, and performance-based assessments.
• Apply adult-learning and instructional-design principles to select the most effective learning method for each performance objective.
• Translate complex healthcare, insurance, regulatory, and operational information into clear, practical learning experiences.
• Coordinate the new hire learning journey from orientation through classroom learning, practice, nesting, and production certification.
• Develop and administer objective certification standards using knowledge assessments, system exercises, case work, simulations, and observed member interactions.
• Provide nesting support and communicate learner progress, risks, and recommended readiness decisions to operational leadership.
• Maintain accurate documentation of assessment results, remediation plans, certification decisions, and required approvals.
• Conduct training needs analyses with Customer Success leaders, Quality Assurance, Workforce Management, and other stakeholders.
• Use quality results, repeat-contact patterns, member feedback, operational data, policy changes, and observed workflow challenges to identify learning needs.
• Distinguish learning gaps from process, system, staffing, knowledge-content, leadership, or coaching issues and refer non-training issues to the appropriate owner.
• Develop targeted learning interventions and evaluate whether they produced the intended change in employee…