Fullscript helps people get better. It's at the core of everything we do. As
the leading platform for prescribing integrative health products, our work
positively impacts millions of lives everyday. Our purpose extends well beyond
our platform. As a health company, we are committed to the wellbeing of our team
members. We are building an organization where people thrive, grow, and have a
high impact through their work. ??
At Fullscript, we’re raising the bar on what exceptional customer support looks
like—and that starts with world-class training. As our Lead, Support Trainer,
you’ll work with the Manager, Training & QA to develop and execute training
programs for our growing Customer Support team. From leading a team of trainers
and content specialists to optimizing training programs across multiple roles
and locations, you’ll turn learning into business impact by boosting agent
confidence, accelerating ramp times, and enhancing the customer experience.
This role is built for a strategic doer: someone who can turn complex needs into
scalable programs, elevate team capability, and transform cross-functional
content into actionable support enablement resources. You’ll be a key driver in
shaping CS into a growth engine, empowering agents to deliver better outcomes
for practitioners and patients alike.
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What you'll do
- Support the Manager, Training & QA in the direction, design, and delivery of
support training for multiple support roles and geographies.
- Mentor and directly manage Training Content Specialists and Trainer,
fostering collaboration and continuous improvement.
- Develop and deliver specialized training programs (virtual with some
in-person training needs) and act as a backup facilitator for training
programs, as needed.
- Manage live training logistics such as scheduling, workshop facilitation, and
ensuring training coverage across multiple training programs, and locations.
- Integrate diverse learning modalities (e.g., microlearning, scenario-based
practice, peer-to-peer coaching) into programs to accommodate varied learning
styles and environments.
- Champion the use of AI-enhanced learning tools and automation to streamline
program delivery and reinforce training outcomes.
- Analyze agent performance metrics and QA data to identify training gaps and
drive iterative improvements across all onboarding and ongoing development
training programs.
- Collaborate with Product, Enablement, and Marketing teams to transform
cross-functional content into support-agent-friendly learning materials.
- Champion agent development and satisfaction through clear pathways, relevant
learning, and impactful coaching.
- Support the development of frontline coaches by contributing to “Coach the
Coach” and CS leadership programs.
What you'll bring
- 2+ years of proven leadership experience managing or mentoring other leaders
and/or trainers or instructional designers.
- 1+ years of experience supporting or training in lab services, diagnostic
workflows, or a closely related field with demonstrated familiarity in
laboratory or diagnostic contexts.
- Demonstrated ability to strategically shape learning programs—not just
deliver them—with a strong understanding of how training connects to
performance, retention, and business goals.
- Excellent cross-functional communication and the ability to align
stakeholders.
- Familiarity with LMS platforms, instructional design best practices, and
content development tools (Google Suite, etc.)
- Experience with adult learning principles, instructional design, and
knowledge management systems.
What we can offer you
- Generous PTO and competitive pay
- Fullscript’s RRSP match program for financial health
- Flexible benefits package and workplace wellness program
- Training budget and company-wide learning initiatives
- Discount on Fullscript catalog of products
- Ability to work Wherever You Work Well*
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Fullscript is committed to diversity in its workforce and is proud to be an
equal opportunity employer. We are excited to work with talented people, period.
All employment decisions are based on business needs, job requirements, and
individual qualifications, without regard to race, color, religion or belief,
national or ethnic origin, gender, age, disability, sexual orientation, gender
identity and/or expression, marital or civil status, political affiliation,
family or parental status, or any other status protected by the laws or
regulations in the jurisdictions in which we operate. Accommodations are
available on request for candidates taking part in all aspects of the selection
process. Please send an email to accessibility@fullscript.com and let us know
the nature of your request and your contact information.
