Training Lead, Customer Support & Inbound Sales
Top Benefits
About the role
**Posting Date:**Mar 31, 2026, 1:51:08 PM
**Primary Location:**Ontario-Ottawa
**Job Type:**Permanent
**Schedule:**Full-time
**Application deadline:**April 10, 2026
Join the EDC Team!
At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade. #LI-Hybrid
**Position:**Training Lead – Customer Care Team & Exporter Engagement Team– Inbound Sales & Service
**Employment Type:**Permanent
Compensation Details:
- Sales Enabl. (Excellence) 18: Salaries typically range from $96,557 to $128, 743 annually, based on qualifications and experiences, plus a performance-based incentive.
Location:
-
Export Development Canada operates in a hybrid work environment, with a current requirement of two in-office days per week, increasing to three days per week in September 2026**(subject to change).**
-
This role can be performed from EDC’s headquarters in Ottawa.
-
Relocation assistance is available for candidates who meet the eligibility criteria.
About EDC:
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
Why Join EDC?
-**Comprehensive Benefits:**EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.
-**Work-Life Balance:**EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays.
-**Professional Development:**Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
-**Inclusive Culture:**Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
-**Wellness Programs:**Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
-**Community Engagement:**Participate in volunteer opportunities and give back to the community through our various social responsibility programs.
Team Overview:
The Customer Care Team (CCT), Exporter Engagement Team (EET), and Small Business National Accounts (SBNA) teams work together to deliver seamless service, support, and growth for Canadian exporters.
The Customer Care Team provides service and operational support to customers across all market segments. The team resolves technical issues, assists with navigation of digital tools, handles Credit Insurance policy administration inquiries, and ensures customers receive timely and accurate support throughout their journey.
The Exporter Engagement Team acts as the primary inbound contact point for prospects and partners. The team triages inquiries, educates new exporters on EDC solutions, and qualifies leads generated through marketing, partner channels, and digital pathways—ensuring high potential opportunities are directed to the right teams quickly.
Small Business National Accounts focuses exclusively on small business customers, prospects and partners supporting their exporters long‑term growth through proactive account management, renewals, and cross‑sell opportunities. The team manages higher‑growth and more complex customer needs within the Small Business portfolio, using both dedicated account management and a pooled servicing approach to ensure customers receive the right level of support.
Together, these teams form a connected support and sales group that helps Canadian companies navigate exporting with confidence. They ensure customers and prospects—receive the guidance, expertise, and support they need at every stage of their relationship with EDC.
Role Overview
The Training Lead is accountable for building and sustaining frontline capability across the Customer Care Team (CCT) and Exporter Engagement Team (EET). The role ensures employees are trained, ready, and capable of executing approved operational processes through onboarding, role based learning pathways, solution training, and an integrated quality program.
The Training Lead translates approved processes, tools, and standards into effective learning, reinforcement, and quality checks, and partners with Managers, Operational Leads, and CX teams to drive readiness, consistency, service excellence, and continuous improvement.
What You Will Be Doing:
Employee Onboarding
-
Lead structured onboarding for new hires across CCT and EET, in partnership with Managers and Senior Team Members.
-
Ensure new employees understand EDC’s mandate, the small business context, and their role within the inbound service and presales model.
-
Deliver onboarding content covering service and support workflows (CCT), inbound presales education and qualification (EET), tools, systems, documentation standards, and customer/prospect journeys.
-
Provide in the moment coaching and feedback during onboarding, reinforcing expected behaviours, quality standards, and next step guidance.
-
Assess early stage capability readiness, identify learning gaps, and recommend targeted reinforcement to support confidence and performance.
Training & Upskilling
-
Design, deliver, and refresh training programs that build and maintain frontline capability across service, support, and inbound presales.
-
Deliver training for CCT focused on platform navigation, policy administration, intake triage, first-contact resolution, clear next step guidance, and customer satisfaction.
-
Deliver training for EET focused on inbound discovery conversations, customer and partner education, lead qualification, routing to Account Managers and Relationship Managers, and redirection of unqualified prospects to ecosystem partners.
-
Reinforce learning through live coaching, shadowing sessions, mock calls, role plays, and call reviews, ensuring practical application of training content.
-
Provide constructive, timely feedback to frontline employees based on observed interactions and quality insights, supporting skill development and consistent execution.
-
Own role-based learning pathways and solution training aligned to approved processes and operational standards.
Quality Program & Continuous Improvement
-
Own and lead the inbound Quality Program for CCT and EET, with support from Managers.
-
Design and maintain quality frameworks, scoring models, and evaluation standards aligned to service experience, lead handling, and policy/process requirements.
-
Conduct and oversee listening, evaluation, and review of customer and prospect interactions, including case reviews and scoring activities.
-
Analyze post‑interaction survey results and quality data in partnership with CX teams to identify trends, capability gaps, and training priorities.
-
Use quality insights to inform training strategy, reinforcement plans, and frontline capability improvements.
Change & Launch Readiness for Quality
-
Lead training and quality readiness for the launch of new tools, workflows, policies, and process changes affecting CCT and EET.
-
Translate approved operational changes into training curricula, learning assets, and reinforcement plans.
-
Partner with Managers and Operational Lead to define quality expectations, success measures, and adoption criteria for launches and changes.
-
Develop training, quality checkpoints, and reinforcement plans to ensure changes are embedded consistently in frontline execution.
What we are looking for:
-
Bilingualism in English and French (oral and written).
-
University degree in Business Administration, Commerce, Operations, or a related field.
-
Minimum 7 years of experience in frontline service, inbound sales, sales enablement, operational support or a similar role.
-
Strong understanding of EDC’s business, mandate, products, systems and processes
-
Proven experience developing and delivering training, onboarding, upskilling, or enablement programs aligned to business and performance needs
-
Experience supporting or using quality programs, including interaction listening, evaluation, scoring, and using insights to improve training and service outcomes
-
Strong coaching, feedback, and facilitation skills, with the ability to influence without direct authority
-
Demonstrated process orientation and comfort working with enterprise systems, operational workflows, and documentation standards
-
Experience supporting change initiatives and new launches by translating updates into practical frontline behaviors
-
Excellent written and verbal communication skills, with the ability to create clear guidance and training materials for different audiences
What will make you stand out:
-
Frontline experience or business experience within EDC (e.g., Account Management, Relationship Management, Underwriting) or comparable experience in a similar environment.
-
Knowledge of EDC systems and tools such as ServiceNow, CIS, C3, or CX platforms.
Eligibility:
EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canadaat the time of application(Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.
This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date.**Ready to make a difference?**This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.
Apply today!
Want to learn more about EDC? Check our website here https://www.edc.ca
EDC's Commitment to Employment Equity
Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.
We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.
Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.
EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us.
How to apply
***Only candidates selected for an interview will be contacted.***Application deadline: Apr 14, 2026, 10:59:00 PMEDC is committed to employment equity and actively encourages applications from women, Aboriginal people, persons with disabilities and visible minorities. If selected for an interview, please advise us if you require special accommodation.Candidates must meet the requisite government security screening requirements.
Similar jobs you might like
Training Lead, Customer Support & Inbound Sales
Top Benefits
About the role
**Posting Date:**Mar 31, 2026, 1:51:08 PM
**Primary Location:**Ontario-Ottawa
**Job Type:**Permanent
**Schedule:**Full-time
**Application deadline:**April 10, 2026
Join the EDC Team!
At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade. #LI-Hybrid
**Position:**Training Lead – Customer Care Team & Exporter Engagement Team– Inbound Sales & Service
**Employment Type:**Permanent
Compensation Details:
- Sales Enabl. (Excellence) 18: Salaries typically range from $96,557 to $128, 743 annually, based on qualifications and experiences, plus a performance-based incentive.
Location:
-
Export Development Canada operates in a hybrid work environment, with a current requirement of two in-office days per week, increasing to three days per week in September 2026**(subject to change).**
-
This role can be performed from EDC’s headquarters in Ottawa.
-
Relocation assistance is available for candidates who meet the eligibility criteria.
About EDC:
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.
Why Join EDC?
-**Comprehensive Benefits:**EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.
-**Work-Life Balance:**EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday’s & no meeting Fridays.
-**Professional Development:**Take advantage of our continuous learning opportunities, including training programs, workshops and language training.
-**Inclusive Culture:**Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.
-**Wellness Programs:**Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.
-**Community Engagement:**Participate in volunteer opportunities and give back to the community through our various social responsibility programs.
Team Overview:
The Customer Care Team (CCT), Exporter Engagement Team (EET), and Small Business National Accounts (SBNA) teams work together to deliver seamless service, support, and growth for Canadian exporters.
The Customer Care Team provides service and operational support to customers across all market segments. The team resolves technical issues, assists with navigation of digital tools, handles Credit Insurance policy administration inquiries, and ensures customers receive timely and accurate support throughout their journey.
The Exporter Engagement Team acts as the primary inbound contact point for prospects and partners. The team triages inquiries, educates new exporters on EDC solutions, and qualifies leads generated through marketing, partner channels, and digital pathways—ensuring high potential opportunities are directed to the right teams quickly.
Small Business National Accounts focuses exclusively on small business customers, prospects and partners supporting their exporters long‑term growth through proactive account management, renewals, and cross‑sell opportunities. The team manages higher‑growth and more complex customer needs within the Small Business portfolio, using both dedicated account management and a pooled servicing approach to ensure customers receive the right level of support.
Together, these teams form a connected support and sales group that helps Canadian companies navigate exporting with confidence. They ensure customers and prospects—receive the guidance, expertise, and support they need at every stage of their relationship with EDC.
Role Overview
The Training Lead is accountable for building and sustaining frontline capability across the Customer Care Team (CCT) and Exporter Engagement Team (EET). The role ensures employees are trained, ready, and capable of executing approved operational processes through onboarding, role based learning pathways, solution training, and an integrated quality program.
The Training Lead translates approved processes, tools, and standards into effective learning, reinforcement, and quality checks, and partners with Managers, Operational Leads, and CX teams to drive readiness, consistency, service excellence, and continuous improvement.
What You Will Be Doing:
Employee Onboarding
-
Lead structured onboarding for new hires across CCT and EET, in partnership with Managers and Senior Team Members.
-
Ensure new employees understand EDC’s mandate, the small business context, and their role within the inbound service and presales model.
-
Deliver onboarding content covering service and support workflows (CCT), inbound presales education and qualification (EET), tools, systems, documentation standards, and customer/prospect journeys.
-
Provide in the moment coaching and feedback during onboarding, reinforcing expected behaviours, quality standards, and next step guidance.
-
Assess early stage capability readiness, identify learning gaps, and recommend targeted reinforcement to support confidence and performance.
Training & Upskilling
-
Design, deliver, and refresh training programs that build and maintain frontline capability across service, support, and inbound presales.
-
Deliver training for CCT focused on platform navigation, policy administration, intake triage, first-contact resolution, clear next step guidance, and customer satisfaction.
-
Deliver training for EET focused on inbound discovery conversations, customer and partner education, lead qualification, routing to Account Managers and Relationship Managers, and redirection of unqualified prospects to ecosystem partners.
-
Reinforce learning through live coaching, shadowing sessions, mock calls, role plays, and call reviews, ensuring practical application of training content.
-
Provide constructive, timely feedback to frontline employees based on observed interactions and quality insights, supporting skill development and consistent execution.
-
Own role-based learning pathways and solution training aligned to approved processes and operational standards.
Quality Program & Continuous Improvement
-
Own and lead the inbound Quality Program for CCT and EET, with support from Managers.
-
Design and maintain quality frameworks, scoring models, and evaluation standards aligned to service experience, lead handling, and policy/process requirements.
-
Conduct and oversee listening, evaluation, and review of customer and prospect interactions, including case reviews and scoring activities.
-
Analyze post‑interaction survey results and quality data in partnership with CX teams to identify trends, capability gaps, and training priorities.
-
Use quality insights to inform training strategy, reinforcement plans, and frontline capability improvements.
Change & Launch Readiness for Quality
-
Lead training and quality readiness for the launch of new tools, workflows, policies, and process changes affecting CCT and EET.
-
Translate approved operational changes into training curricula, learning assets, and reinforcement plans.
-
Partner with Managers and Operational Lead to define quality expectations, success measures, and adoption criteria for launches and changes.
-
Develop training, quality checkpoints, and reinforcement plans to ensure changes are embedded consistently in frontline execution.
What we are looking for:
-
Bilingualism in English and French (oral and written).
-
University degree in Business Administration, Commerce, Operations, or a related field.
-
Minimum 7 years of experience in frontline service, inbound sales, sales enablement, operational support or a similar role.
-
Strong understanding of EDC’s business, mandate, products, systems and processes
-
Proven experience developing and delivering training, onboarding, upskilling, or enablement programs aligned to business and performance needs
-
Experience supporting or using quality programs, including interaction listening, evaluation, scoring, and using insights to improve training and service outcomes
-
Strong coaching, feedback, and facilitation skills, with the ability to influence without direct authority
-
Demonstrated process orientation and comfort working with enterprise systems, operational workflows, and documentation standards
-
Experience supporting change initiatives and new launches by translating updates into practical frontline behaviors
-
Excellent written and verbal communication skills, with the ability to create clear guidance and training materials for different audiences
What will make you stand out:
-
Frontline experience or business experience within EDC (e.g., Account Management, Relationship Management, Underwriting) or comparable experience in a similar environment.
-
Knowledge of EDC systems and tools such as ServiceNow, CIS, C3, or CX platforms.
Eligibility:
EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canadaat the time of application(Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.
This position is open to individuals who meet all the essential criteria outlined above and submit their applications by the closing date.**Ready to make a difference?**This is your chance to join a dynamic, growing team and leave your mark on our organization, development finance, and the world.
Apply today!
Want to learn more about EDC? Check our website here https://www.edc.ca
EDC's Commitment to Employment Equity
Export Development Canada (EDC) is dedicated to fostering employment equity and building a diverse workforce. We are committed to creating a safe and inclusive environment that respects people from all cultures, backgrounds, and abilities. At EDC, we nurture a culture of inclusion and belonging where everyone has equal opportunity to grow, develop, succeed, and be their truest selves.
We actively encourage applications from women, Indigenous peoples, visible minorities, persons with disabilities, and members of the 2SLGBTQI+ community.
Your application must clearly demonstrate how you meet all the requirements. We thank all applicants' interest in a career at EDC; however, only those selected for an interview will be contacted. Please note that qualified candidates may be considered for similar roles at this level within EDC.
EDC recognizes that disclosing the need for accommodations can be a personal matter. Please know that as an organization, we are committed to maintaining confidentiality and ensuring that any accommodations provided are tailored to support your needs. Our aim is to ensure you have a comfortable and positive experience throughout the recruitment process, so please do not hesitate to contact us.
How to apply
***Only candidates selected for an interview will be contacted.***Application deadline: Apr 14, 2026, 10:59:00 PMEDC is committed to employment equity and actively encourages applications from women, Aboriginal people, persons with disabilities and visible minorities. If selected for an interview, please advise us if you require special accommodation.Candidates must meet the requisite government security screening requirements.