Customer Support Trainer

Job Summary:

We are seeking a dynamic CX 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.

Requirements:

• 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.
• Experience with automation tools such as Siena, Kodif, or FlipCX.
• 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.