Customer Service Trainer

About the team

We’re looking for a Customer Service Trainer to shape the learning journey of our customer service teams. In this role, you will:

• Build and deliver training programs that strengthen customer service quality, compliance, and operational efficiency.
• Identify training needs and design engaging learning experiences for CS teams.
• Equip staff with deep knowledge of fintech products (e-wallet, credit, insurance, loan servicing) and dispute management processes.
• Provide mentorship to customer service teams on soft skills development, fostering stronger communication, emotional intelligence, and resilience in handling customer and operational challenges.
• Continuously evaluate training effectiveness, tying learning outcomes to KPIs such as QA, CSAT, SLA, and error rates.

You’ll thrive here if you bring customer service operations expertise, strong leadership and the ability to transform training into measurable business impact.

What you'll do

• Design and deliver structured training programs covering customer service processes, fintech products (e.g., e-wallets, credit, insurance, loan servicing), and regulatory requirements.
• Conduct training needs assessments to identify skill gaps related to compliance, risk, dispute handling, and customer interaction quality.
• Develop and maintain training materials, SOPs, and job aids that align with regulatory guidelines (e.g., AML, KYC, Treat Customers Fairly) and internal policies.
• Mentor and coach agents and supervisors to strengthen critical thinking, communication, and problem-solving skills in complex financial cases.
• Evaluate training effectiveness using operational metrics (QA scores, CSAT, SLA adherence, error rates) and continuously refine content based on business outcomes.
• Partner with Compliance, Risk, Product, and Ops leaders to ensure training is aligned with new product launches, system enhancements, and regulatory updates.
• Coordinate training schedules, activities, and resources to meet organizational needs, and assist with administrative tasks related to training.
• Drive a culture of service excellence while embedding compliance and customer protection into daily operations.

Requirements

• 2-5 years of proven experience in customer service training operations, preferably in a high-volume, regulated environment.
• Strong facilitation and presentation skills, with the ability to engage diverse audiences.
• Excellent communication and interpersonal skills to influence and mentor staff effectively.
• Expertise in designing training programs, materials, and evaluation frameworks.
• Strong analytical mindset with the ability to link training outcomes to operational performance.
• Leadership capability to drive a culture of continuous learning and service excellence.