Customer Operations Trainer

About Penbrothers

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client

Our client is a leading all-in-one platform that enables individuals, entrepreneurs, and businesses to create, host, and manage professional websites without technical complexity. Operating on a subscription-based model, they offer a range of tools including customizable templates, e-commerce solutions, domain registration, and integrated marketing functionalities. Serving a diverse customer base - from small businesses and creative professionals to online merchants - they help clients establish and grow their digital presence efficiently. Backed by a strong history of innovation and a commitment to design excellence, our client continues to lead in simplifying online presence management for users worldwide.

About the Role

We're looking for a Customer Operations Trainer to help build and elevate the skills of our frontline support team across email and chat channels. This role plays a critical part in ensuring that every Customer Support Associate — from onboarding to upskilling — is equipped with the knowledge, confidence, and tools needed to deliver consistent, high-quality customer experiences.

As a Trainer, you will design, facilitate, and continuously refine training programs covering product knowledge, customer communication, ticket handling, and systems navigation (such as Zendesk and CRM tools). You'll work closely with Team Leads, Quality Analysts, and the Operations Manager to identify performance gaps, address skill opportunities, and support the rollout of new processes and platform updates.

This role suits someone who thrives in fast-paced, service-oriented environments, enjoys coaching others, and takes pride in seeing teams grow and perform at their best.

 
Work Setup: On-site is required initially for the ramp-up period. The setup will be more flexible after the first six months
Working Hours / Schedule: Dayshift

What you'll do

• Training Design & Delivery

  • Conduct onboarding and nesting programs for new Customer Support Associates (email and chat channels).

  • Develop and facilitate training modules focused on product knowledge, process adherence, communication quality, and customer empathy.

  • Update training materials regularly to reflect new platform features, workflows, and SOPs.

• Performance Coaching & Development

  • Partner with Team Leads and Quality Analysts to analyze performance trends and identify training opportunities.

  • Conduct refresher sessions or targeted coaching based on QA results or operational feedback.

  • Support continuous learning through micro-trainings, knowledge checks, and calibration sessions.

• Operations Enablement

  • Collaborate with internal stakeholders to communicate updates and align training priorities with business needs.

  • Maintain accurate training records, feedback surveys, and skill matrices to track progress and impact.

  • Recommend process improvements or automation opportunities based on common knowledge gaps or recurring issues observed in operations.

 

What You Bring

• 3–5 years of experience in customer service, with at least 1–2 years in a training, coaching, or learning facilitation role.

• Experience supporting or training chat and email-based support teams in a BPO or SaaS environment.

• Strong understanding of customer support KPIs (QA, CSAT, AHT, Productivity) and how to influence them through training.

• Excellent written and verbal communication skills, with the ability to simplify complex topics for diverse audiences.

• Proficiency with Zendesk or similar ticketing systems, plus familiarity with tools like Google Workspace, Notion, or ClickUp.

• Highly organized, proactive, and adaptable to changing business priorities in a 24/7 environment.

• A collaborative mindset with a genuine passion for developing others and enabling team success.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.

• Employee as our biggest asset: We are genuinely invested in our people's career and welfare..

• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.

• Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.

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