Customer Service Trainer

Payrate: $40.00 - $41.00/hr. Summary: We are seeking an experienced professional to enhance the customer and dealer support experience through effective training, knowledge management, and self-service content strategies. This role combines training development, content creation, knowledge management, and customer experience improvement initiatives. The ideal candidate will leverage data insights, customer support trends, and adult learning principles to improve self-service effectiveness, optimize support operations, and drive continuous improvement across internal teams and global contact center partners. Responsibilities Knowledge Management & Self-Service Content Analyze dashboard data and customer support trends to identify opportunities for improving the self-service experience. Research, create, curate, and maintain public-facing support content, including FAQs, knowledge articles, and help center resources. Ensure content accuracy, consistency, usability, and alignment with business objectives. Coordinate content review and approval processes with brand, legal, and other stakeholders. Manage translation requests and support localization efforts for global audiences. Optimize help center search performance by analyzing search trends and enhancing content effectiveness. Develop subject matter expertise in supported products, customer support tools, and knowledge management strategies. Partner with SMEs and internal teams to build and maintain knowledge articles, procedures, and support documentation. Training & Development Identify organizational training needs and recommend training solutions. Design, develop, and deliver training programs, curricula, and learning materials that support customer experience objectives. Lead onboarding and ongoing training initiatives for Customer Support teams. Collaborate with global third-party contact centers to support new program launches, operational readiness, and training transitions. Deliver training using multiple methods, including instructor-led, virtual, classroom, and hands-on learning. Create foundational customer experience training content for internal teams and external partners. Maintain awareness of industry trends, learning technologies, and training best practices. Customer Experience & Continuous Improvement Participate in digital product launch and New Product Introduction (NPI) processes. Support execution of training and knowledge management activities aligned with enterprise tools and processes. Coordinate communication and alignment across internal teams, regional stakeholders, and dealer partners. Promote digital adoption and awareness through structured communication programs. Track and analyze operational metrics to measure effectiveness and identify improvement opportunities. Present monthly performance reports, insights, and recommendations related to help center and support experience performance. Understand contact center KPIs and drive continuous improvement initiatives. Identify opportunities to streamline processes, improve efficiency, and enhance customer satisfaction. Ensure all training materials, self-service content, and knowledge resources remain current and relevant. Qualifications Bachelor’s degree or equivalent combination of education and relevant experience. Minimum 4 years of experience in training, knowledge management, content development, customer support, or contact center operations. Strong organizational and project coordination skills. Demonstrated knowledge of adult learning principles and training best practices. Excellent written and verbal communication skills with the ability to simplify complex technical information into user-friendly content. Intermediate proficiency in Microsoft Office Suite, including Microsoft Teams, Word, Excel, PowerPoint, Outlook, and Microsoft Copilot. Skills Contact center experience strongly preferred. Experience with knowledge management or CRM platforms such as Salesforce or Microsoft Dynamics 365. Understanding of Business Process Outsourcing (BPO) operations and supplier management practices. Experience supporting global teams and coordinating localization or translation processes. Minimum 2 years of experience developing knowledge articles, support documentation, or training curriculum for frontline support agents. Experience working within a customer support or contact center environment. Pay Transparency: The typical base pay for this role across the U.S. is: $40.00 - $41.00/hour . Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law. Final offer amounts, within the base pay set forth above, are determined by factors including your relevant skills, education and experience. Full-time employees are eligible to select from different benefits packages. Packages may include medical, dental, and vision benefits, health savings accounts with qualified medical plan enrollment, 10 paid days off, 3 days paid bereavement leave, 401(k) plan participation with employer match, life and disability insurance, commuter benefits, dependent care flexible spending account, accident insurance, critical illness insurance, hospital indemnity insurance, accommodations and reimbursement for work travel, and discretionary performance or recognition bonus. Sick leave and mobile phone reimbursement provided based on state or local law. #J-18808-Ljbffr