Customer Support Trainer

About the role

We are looking for a Customer Support Trainer who will lead the onboarding and continuous development of our chat support agents. The trainer designs and delivers structured learning programs that ensure agents master company SOPs, troubleshooting methods and effective digital communication, ultimately driving higher customer satisfaction.

Key responsibilities

• Deliver comprehensive onboarding training for new chat support agents.
• Facilitate regular refresher sessions to reinforce skills and knowledge.
• Improve agents’ communication quality, empathy and professionalism in digital interactions.
• Train teams on standard operating procedures, troubleshooting protocols and process handling.
• Identify root causes of repeat contacts and develop corrective training content.
• Partner with Quality Assurance and Operations to analyse performance data and create targeted training initiatives.

Required profile

• Proven experience in training, coaching or onboarding within a customer service or support environment.
• Strong understanding of chat support operations, SOPs and troubleshooting workflows.
• Excellent communication, presentation and facilitation abilities.
• Ability to analyse performance data and translate insights into actionable training material.

Required skills

• Proficiency with Learning Management System (LMS) platforms.
• Experience using training tools and collaboration software.