Customer Experience Training Lead

At Orion
180, 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.

Orion
180 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.

At Orion
180, 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.

Orion
180 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.

The Customer Experience (CX) Team is a key part of Orion
180'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 Orion
180's dedication to innovation, empathy, and world‑class support.

• 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 Orion
  180 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.

• 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…