Global Customer Support Trainer

Position Summary: This role plays a pivotal part in managing the training needs of our Global Customer Support team, which spans across 15 different markets. Reporting to the Director(s) and Management team, this position oversees training processes, assists in goal setting, and provides ongoing support to all employees. The ideal candidate will possess exceptional customer service skills, attention to detail, adaptability, and a proactive approach to change management. Knowledge of direct sales, customer assistance, and training methodologies is essential.

Job Responsibilities:

• Relationship Building / Customer Experience:
• Develop strong relationships with current and potential customer support agents.
• Monitor department metrics and trends, identifying areas for improvement and implementing necessary training interventions.
• Product Promotion:
• Understand, recommend, and train agents on all products and services.
• Hold team members accountable for individual and team goals.
• Provide coaching on effective customer support techniques, including conversation mapping and scripting.
• Educate agents on product offerings and their associated benefits to meet customer needs effectively.
• Operations:
• Assist in creating and managing agents to meet Key Performance Indicators (KPIs).
• Propose and implement ideas to enhance efficiency and effectiveness within the department.
• Training:
• Conduct comprehensive training sessions for the Customer Support Team, covering new hires, companywide initiatives, and ongoing development.
• Develop and implement refresher programs as needed to address gaps in product knowledge or performance.
• Ensure team members are proficient in company policies, procedures, and systems.
• Lead by example, providing hands-on guidance and support to team members.
• Compliance:
• Collaborate in creating and maintaining processes, procedures, and Standard Operating Procedures (SOPs).
• Ensure adherence to local, state, and federal regulatory requirements.

Education Required:

• High School Diploma or equivalent required; some college preferred.

Experience Required:

• Minimum 2 years of management and training experience, preferably in a direct selling environment.
• Working knowledge of training methodologies, management principles, and customer service best practices.
• Bi-lingual preferred (to support our APAC markets such as: Mandarin, Bahasa, Malay, etc)

Knowledge Required:

• Excellent written and verbal communication skills.
• Adaptability and flexibility in a dynamic, fast-paced environment.
• Strong time management skills.
• Proficient in understanding and ensuring compliance with industry regulations and company policies.
• Ability to maintain professionalism and composure in stressful situations.

Physical Requirements:

• Availability to work between 9:00 am and 6:00 pm MST, Monday to Friday.
• Ability to perform various physical tasks including sitting, standing, bending, lifting (up to 20 lbs.), and driving.
• Proficiency in using office equipment, including computers.
• Willingness to travel to different locations as required.

This position offers an exciting opportunity to contribute to the success of our Customer Support team while fostering a culture of learning and development within the organization. If you have a passion for training and a drive for excellence, we encourage you to apply.

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k) matching
• Flexible schedule
• On-the-job training

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to Commute:

• Lehi, UT 84043 (Preferred)

Ability to Relocate:

• Lehi, UT 84043: Relocate before starting work (Preferred)

Work Location: In person