Job Description

Job Description

Job Description

Job Summary:

We are seeking a dynamic and tech-savvy Customer Service Trainer / Facilitator with strong knowledge of customer experience best practices and proficiency in Adobe InDesign, Photoshop , and other digital tools. This individual will design, develop, and deliver engaging training programs to enhance the performance and knowledge of our customer service team.

The ideal candidate is passionate about education, understands the nuances of customer interactions, and is comfortable using creative tools to support learning and communication strategies.

Key Responsibilities:

• Develop and deliver training programs for customer service teams, both for onboarding and ongoing skill development.
• Facilitate interactive workshops , role-playing, and simulations to build customer service excellence.
• Design visually appealing training materials, manuals, and job aids using Adobe InDesign and Photoshop .
• Leverage e-learning tools and platforms to create digital training content (videos, infographics, interactive modules).
• Evaluate training effectiveness through assessments, feedback, and performance metrics.
• Stay up-to-date with customer service trends, tools, and technologies, and incorporate them into training.
• Collaborate with cross-functional teams including customer support, quality assurance, and product to ensure training aligns with business goals.
• Support the rollout of new tools, systems, or product updates by developing related training materials and sessions.

Qualifications:

• 4+ years of experience in customer service training , facilitation, or instructional design.
• Proficiency in Adobe Creative Suite (InDesign, Photoshop) is required.
• Strong digital literacy; comfortable with CRM platforms, e-learning tools (like Articulate, Adobe Captivate, or similar), and collaboration tools (Slack, Zoom, Microsoft Teams).
• Excellent verbal and written communication skills.
• Must be bilingual.
• Strong presentation and facilitation skills, with the ability to engage learners of various skill levels.
• Creative mindset with a keen eye for design and visual communication.
• Experience with remote training and virtual facilitation is a plus.

Preferred Skills:

• Experience in customer-facing roles (support, success, service).
• Knowledge of adult learning principles or instructional design models (ADDIE, SAM).
• Familiarity with video editing software or content management systems is a plus.

Must be bilingual English and Spanish 

We are a staffing agency dedicated to connecting top talent with leading companies in various industries.

Company Description

We are a staffing agency dedicated to connecting top talent with leading companies in various industries.

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