Senior Customer Success Trainer
TalentPop App
Date: 3 weeks ago
City: Quezon City
Contract type: Full time
Remote
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.
The Impact You'll Have
This isn't just about reading a manual; it's about enabling careers. You will own the entire learning journey for new and existing team members, ensuring they are not just trained, but truly ready to succeed as Brand Concierges for top eCommerce brands. This role plays a vital part in shaping our team's capability to deliver excellence.
Your Day-to-Day Responsibilities
We are looking for a highly capable professional with specific BPO and eCommerce domain knowledge. You should bring:
Benefits
At TalentPop, we do more than build teams—we build careers. We offer full-time, remote work (US PST hours) and competitive benefits designed to reward high performance:
The Impact You'll Have
This isn't just about reading a manual; it's about enabling careers. You will own the entire learning journey for new and existing team members, ensuring they are not just trained, but truly ready to succeed as Brand Concierges for top eCommerce brands. This role plays a vital part in shaping our team's capability to deliver excellence.
Your Day-to-Day 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: You will be 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 specialized tools like Trainual, Loom, and Canva.
- Performance Coaching: Evaluate trainee performance, deliver constructive, actionable feedback, and mentor new team members through their critical onboarding period.
- Strategic Onboarding: Lead and manage the entire New Team Member Onboarding Week, ensuring a smooth, inspiring, and effective start for every new hire.
We are looking for a highly capable professional with specific BPO and eCommerce domain knowledge. You should bring:
- Industry Background: 3–5 years of experience in the BPO/Outsourcing space, specifically within the Customer Service industry.
- 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, as well as CRM and project management tools like HubSpot and Monday.com.
- Bonus Experience: Previous experience as a Virtual Assistant is preferred, along with proficiency in Canva, Trainual, and Loom.
Benefits
At TalentPop, we do more than build teams—we build careers. We offer full-time, remote work (US PST hours) and competitive benefits designed to reward high performance:
- Growth: A positive, collaborative environment where your ideas directly shape our 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 to rest and recharge.
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