Responsibilities:
Develop and deliver comprehensive training programs for new and existing customer support team members. Ensure training materials are accurate, engaging, and aligned with company processes, tools, and products.
Plan and conduct training sessions, workshops, and refreshers to continually enhance the technical knowledge and skills of the customer support team.
Monitor the onboarding process by ensuring new hires are up-to-date with procedures and customer service standards.
Create engaging and interactive online training materials to improve learning outcomes.
Assess training effectiveness & needs through evaluations, feedback, analysis of performance metrics & report on training outcomes and team performance to leadership.
Build specific training plans to address weak areas of knowledge, technical skills, soft skills, and productivity.
Work directly with our vendors and internal support team to ensure consistent and high-standard training processes.
4+ years experience as a trainer, with a strong background in designing and delivering training programs for remote teams.
Demonstrated analytical skills with ability to leverage data for training assessment.
Excellent communication and presentation skills.
Proven ability to create engaging training materials for online delivery.
Strong organizational skills and attention to detail.
Proactive problem-solving approach.
Ability to thrive in a fast-paced, dynamic environment.
High level of English proficiency (written and verbal).
