Client Services Trainer

Client Services Trainer

Job Description

JOB SUMMARY

The Client Services Trainer role is responsible owning the learning lifecycle and skills development of our merchant support organization. Persons in this position will build comprehensive training curriculum mapped directly to our established career paths. This role will partner with our Technical Writing team to co-design instructional content and resource materials, turning highly technical training details into digestible learning modules. This position will be responsible for facilitated all new hire onboarding, continuous professional development and agile sessions covering processes, products and services.

DUTIES AND RESPONSIBILITIES

· Define, track and teach the specific hard and soft skill sets required for each of our Client Services teams

· Architect training content around user guides and references materials from our Technical Writing team

· Own the end-to-end onboarding experience for new hires in Client Services

· Deliver ongoing professional development and refresher training

· Build and deploy training sessions around internal processes and services

· Partner with the Training department to deliver targeted support training to Client Services staff around new products or features

· Conduct periodic knowledge evaluations to verify mastery of both soft skills (communication, empathy, etc.), and hard skills (systems, processes, technical workflows, etc.)

REQUIRED SKILLS/ABILITIES

· 5+ years of experience facilitating training to customer service staff in a call center environment

· Experience working closely with Technical Writers, Content Manager and QA teams

· Proven understanding of how to build curriculum structures for multi-tiered roles

· Experience with Learning Management Systems, e-learning creation tools and modern support platforms

· Experience in the payments space or ISO environment a plus

· Ability to deliver actionable, objective feedback to learners at all career levels

· Ability to dissect career matrices into practical and measurable training milestones

Pay: $50,000.00 - $60,000.00 per year

Work Location: Remote