About the role
Job Summary:
We are seeking a dynamic Customer Support Trainer to design, deliver, and continually improve training programs for our Customer Experience (CX) team. You will craft onboarding and advanced product-support curricula, manage our LMS, and align all L&D initiatives with business goals to elevate service quality and performance. This position requires a seasoned professional with deep, continuous e-commerce training experience and strong credentials in learning and development.
Responsibilities
Program Design & Delivery
- Conduct needs assessments, analyze performance data, and build a comprehensive L&D strategy for CX.
- Develop engaging content (presentations, manuals, e-learning, experiential activities) covering onboarding, product knowledge, customer communication, and software utilization.
- Facilitate training sessions in classroom, virtual, and blended formats; provide direct coaching and mentorship.
Continuous Improvement
- Update training materials to reflect new policies, products, and technologies.
- Collect feedback, measure KPIs, and iterate programs to maximize ROI and performance impact.
Knowledge Management
- Build and maintain a centralized knowledge hub of resources, FAQs, and SOPs for the CX team.
- Ensure timely dissemination of updates and best practices across all support channels.
Quality Assurance & Compliance
- Align training with industry regulations, data-privacy standards, and internal policies.
- Partner with QA and Compliance to prepare agents for internal/external audits.
Evaluation & Reporting
- Implement post-training evaluations to gauge knowledge retention and application.
- Deliver executive-level reports on program outcomes and strategic insights.
Technology & Innovation
- Administer and optimize the LMS; develop interactive e-learning modules.
- Pilot new training initiatives and stay current on L&D technologies and CX trends.
Collaboration
- Partner with department heads and SMEs to align training with organizational goals.
- Advocate for CX team needs and ensure ongoing communication about evolving challenges.
Requirement
- Minimum 5 years of continuous, e-commerce–specific training experience, or comparable corporate-trainer background.
- Certified training credential (CPLP, CPTD, or equivalent) or a degree in instructional design, adult learning, or a related field.
- Holds at least CEFR C1 English qualification.
- Demonstrated understanding of Western consumer markets and customer expectations.
- Bilingual or multilingual proficiency strongly preferred.
- 5+ years of progressive L&D experience, ideally in a global CX or BPO environment.
- Expertise in customer-experience training best practices.
- Proven facilitation skills capable of engaging diverse audiences.
- Proficiency with LMS administration and e-learning authoring tools.
- Strong analytical, project-management, and leadership capabilities.
- Experience delivering product-support or new-hire training in a technical-support setting (3+ years).
- Background in QA/compliance training within regulated industries preferred.
- Familiarity with CX software (e.g., Kustomer) and Google Classroom/Sites preferred.
About the role
Job Summary:
We are seeking a dynamic Customer Support Trainer to design, deliver, and continually improve training programs for our Customer Experience (CX) team. You will craft onboarding and advanced product-support curricula, manage our LMS, and align all L&D initiatives with business goals to elevate service quality and performance. This position requires a seasoned professional with deep, continuous e-commerce training experience and strong credentials in learning and development.
Responsibilities
Program Design & Delivery
- Conduct needs assessments, analyze performance data, and build a comprehensive L&D strategy for CX.
- Develop engaging content (presentations, manuals, e-learning, experiential activities) covering onboarding, product knowledge, customer communication, and software utilization.
- Facilitate training sessions in classroom, virtual, and blended formats; provide direct coaching and mentorship.
Continuous Improvement
- Update training materials to reflect new policies, products, and technologies.
- Collect feedback, measure KPIs, and iterate programs to maximize ROI and performance impact.
Knowledge Management
- Build and maintain a centralized knowledge hub of resources, FAQs, and SOPs for the CX team.
- Ensure timely dissemination of updates and best practices across all support channels.
Quality Assurance & Compliance
- Align training with industry regulations, data-privacy standards, and internal policies.
- Partner with QA and Compliance to prepare agents for internal/external audits.
Evaluation & Reporting
- Implement post-training evaluations to gauge knowledge retention and application.
- Deliver executive-level reports on program outcomes and strategic insights.
Technology & Innovation
- Administer and optimize the LMS; develop interactive e-learning modules.
- Pilot new training initiatives and stay current on L&D technologies and CX trends.
Collaboration
- Partner with department heads and SMEs to align training with organizational goals.
- Advocate for CX team needs and ensure ongoing communication about evolving challenges.
Requirement
- Minimum 5 years of continuous, e-commerce–specific training experience, or comparable corporate-trainer background.
- Certified training credential (CPLP, CPTD, or equivalent) or a degree in instructional design, adult learning, or a related field.
- Holds at least CEFR C1 English qualification.
- Demonstrated understanding of Western consumer markets and customer expectations.
- Bilingual or multilingual proficiency strongly preferred.
- 5+ years of progressive L&D experience, ideally in a global CX or BPO environment.
- Expertise in customer-experience training best practices.
- Proven facilitation skills capable of engaging diverse audiences.
- Proficiency with LMS administration and e-learning authoring tools.
- Strong analytical, project-management, and leadership capabilities.
- Experience delivering product-support or new-hire training in a technical-support setting (3+ years).
- Background in QA/compliance training within regulated industries preferred.
- Familiarity with CX software (e.g., Kustomer) and Google Classroom/Sites preferred.