Senior Customer Success Trainer

4 weeks ago

San Fernando, Philippines TalentPop App Full time

Overview TalentPop is looking for a Senior Customer Success Trainer to champion our agents' professional development and ensure they deliver world-class support for our eCommerce clients. If you have a passion for building talent, a proven track record in a BPO environment, and deep expertise in customer service platforms, you will be the key to our team's success. Your Day-to-Day Responsibilities include owning the entire learning journey for new and existing team members, ensuring they are prepared to succeed as Brand Concierges for top eCommerce brands, and shaping our team’s capability to deliver excellence. Responsibilities Design & Deliver: Create, update, and facilitate high-impact virtual training programs (via Zoom) for new hires on core customer service skills, company policies, and platform proficiency. eCommerce Platform Expertise: Serve as the master instructor for key CX and eCommerce platforms, including Gorgias, Zendesk, Re:Amaze, Freshdesk, and Shopify. Curriculum Development: Design engaging, scalable training content, assessments, and learning materials using tools like Trainual, Loom, and Canva. Performance Coaching: Evaluate trainee performance, provide constructive feedback, and mentor new team members through onboarding. Strategic Onboarding: Lead and manage the New Team Member Onboarding Week to ensure a smooth, inspiring start for every new hire. Qualifications Industry Background: 3–5 years of experience in the BPO/Outsourcing space, specifically within Customer Service. Training Expertise: 1–2 years dedicated experience as a Customer Service Trainer or Learning Specialist. Tech Stack Proficiency: Hands-on knowledge of eCommerce platforms and tools such as Gorgias, Shopify, Zendesk, Re:Amaze, and Freshdesk. Operational Knowledge: Familiarity with eCommerce operations, CRM and project management tools like HubSpot and Monday.com. Bonus Experience: Previous experience as a Virtual Assistant; proficiency in Canva, Trainual, and Loom is a plus. Benefits Growth: Positive, collaborative environment where your ideas shape training strategy. Rewards: Performance and recognition bonuses for top achievers, plus a year-end bonus. Wellness: Health and dental insurance or a monthly health stipend, plus paid time off. Inspire. Empower. Lead the way in learning. Join TalentPop today Job Details Seniority level: Entry level Employment type: Full-time Job function: Information Technology Industries: IT Services and IT Consulting Location information and related job postings are provided for context and may update over time. #J-18808-Ljbffr

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