Fullscript is dedicated to helping people improve their health—that’s the foundation of everything we do. As the top platform for prescribing integrative health products, we make a positive difference in millions of lives every day. Our mission goes beyond our technology. As a health-focused company, we prioritize the wellbeing of our team. We’re creating a workplace where people can thrive, grow, and make a meaningful impact. 🌱

At Fullscript, we’re redefining what outstanding customer support looks like, beginning with exceptional training. As the Lead, Support Trainer, you’ll collaborate with the Manager of Training & QA to design and implement training programs for our expanding Customer Support team. You’ll lead a team of trainers and content specialists, enhance training across various roles and locations, and drive business results by increasing agent confidence, reducing ramp-up time, and improving customer satisfaction.

This role is ideal for a strategic executor—someone who can translate complex needs into scalable training solutions, elevate team performance, and turn cross-functional content into practical resources for support teams. You’ll play a key role in transforming Customer Support into a growth engine, enabling agents to deliver better outcomes for both practitioners and patients.

What you’ll do:

– Assist the Manager, Training & QA in planning, designing, and delivering training for various support roles across different regions.
– Lead and mentor Training Content Specialists and Trainers, promoting teamwork and continuous learning.
– Create and deliver specialized training programs (mostly virtual, with some in-person sessions) and serve as a backup facilitator when needed.
– Oversee logistics for live training sessions, including scheduling, workshop facilitation, and ensuring coverage across programs and locations.
– Incorporate diverse learning methods such as microlearning, scenario-based exercises, and peer coaching to suit different learning preferences.
– Promote the use of AI-powered learning tools and automation to enhance training delivery and outcomes.
– Use performance metrics and QA data to identify training gaps and continuously improve onboarding and development programs.
– Work with Product, Enablement, and Marketing teams to convert cross-functional content into effective learning materials for support agents.
– Support agent growth and satisfaction through clear development paths, relevant training, and impactful coaching.
– Help develop frontline coaches by contributing to “Coach the Coach” and leadership training initiatives.

What you’ll bring:

– 2+ years of leadership experience managing or mentoring trainers or instructional designers.
– 1+ years of experience in lab services, diagnostics, or a related field, with a solid understanding of laboratory or diagnostic workflows.
– Proven ability to strategically design learning programs that align with performance, retention, and business goals.
– Strong cross-functional communication skills and the ability to align stakeholders.
– Experience with LMS platforms, instructional design principles, and content creation tools (e.g., Google Suite).
– Knowledge of adult learning theory, instructional design, and knowledge management systems.

What we offer:

– Competitive pay and generous paid time off
– RRSP matching program to support your financial wellness
– Flexible benefits and a workplace wellness program
– Training budget and company-wide learning opportunities
– Discounts on Fullscript’s product catalog
– The flexibility to work Wherever You Work Well*

Fullscript is proud to be an equal opportunity employer and values diversity in its workforce. We welcome talented individuals from all backgrounds. Employment decisions are based solely on business needs, job requirements, and individual qualifications—regardless of race, color, religion, national origin, gender, age, disability, sexual orientation, gender identity or expression, marital status, political affiliation, parental status, or any other protected status.

If you require accommodations during the hiring process, please contact us at accessibility@fullscript.com with your request and contact information.