Trainer - Builders Program

Overview

About the Role

Training Delivery

• Deliver instructor-led training sessions for new hires and existing Customer & Partner Care teams.
• Facilitate training on product knowledge, systems, workflows, customer/partner service skills, communication techniques, company policies, and new company launches for products/features.
• Ensure sessions are engaging, interactive, and aligned with learning objectives.

Onboarding Support

• Facilitate onboarding training for new Care representatives, ensuring they are equipped with the knowledge and operational understanding required to begin handling customer interactions.
• Support the transition from training to the operational environment by reinforcing key processes and expectations.

Learning Reinforcement

• Conduct refresher sessions and targeted training to address knowledge gaps or operational updates.
• Reinforce key concepts through coaching, practical exercises, and scenario-based learning.

Training Effectiveness

• Gather feedback from participants and stakeholders to evaluate training effectiveness.
• Share observations and improvement opportunities with the Training Design team to enhance future training programs.

Training Content Maintenance

• Ensure training materials provided by the Training Design team are used consistently and remain up to date during delivery.
• Flag outdated or unclear materials to the Training Design team for review and updates.
• Collaboration with Operations
• Work closely with Operations leaders and SMEs to stay aligned with process updates, product changes, and operational priorities.
• Ensure training delivery reflects current operational practices.

Quality & Coaching Support

• Observe customer interactions where relevant to identify learning opportunities.
• Provide feedback and reinforcement to support the application of training in the live environment.

Continuous Learning

• Stay informed about product updates, process changes, and service standards to ensure accurate training delivery.
• Continuously improve facilitation techniques to enhance learner engagement and knowledge retention.
• Your expertise
• **Experience:**1–2 years of experience in a full-time training role within customer support, partner support, customer service, or a related environment. **TOT certification** is a strong plus.
• **Training and Development Skills:** Strong training and development skills are essential. This includes the ability to deliver and implement effective training programs, assess training needs, and evaluate training effectiveness.
• **Communication Skills:** Excellent communication skills, both verbal and written, are critical for a trainer. They must be able to effectively convey information and instructions to trainees, as well as communicate with colleagues and stakeholders.
• **Customer/ Partner Care Skills:** A deep understanding of customer service principles and best practices is essential. Care trainers should be able to coach trainees on how to handle various interactions, resolve issues efficiently, and maintain a positive customer/partner experience.
• **Organizational Skills:** Strong organizational skills are necessary to manage training schedules, materials, and resources effectively. Care trainers often juggle multiple tasks and responsibilities, so the ability to prioritize and manage time efficiently is crucial.
• **Adaptability:** The ability to adapt to changing priorities, technologies, and business processes is important in a fast-paced Care environment. Care trainers should be flexible and able to quickly adjust training programs as needed.