Customer Service and Management Trainer

Summary

Join Proper, a rapidly growing startup, as a Customer Service Trainer! Based in LATAM, you will design, develop, and facilitate training programs for accountants transitioning into customer-facing roles. Collaborate with the Operations Excellence Team to define and implement Standard Operating Procedures (SOPs). Monitor team performance, provide coaching, and develop KPIs to measure training effectiveness. You will also help accountants develop soft skills like active listening and empathy. This full-time position requires 5+ years of training experience, including training technical professionals in soft skills and developing SOPs for customer service teams. Fluency in English and Spanish is required.

Requirements

• Customer service training development and facilitation
• Experience training technical professionals (e.g., accountants, engineers, or analysts) in soft skills
• Knowledge of customer service excellence frameworks (e.g., Ritz-Carlton Gold Standards, Disney Institute methodologies)
• Experience in developing and implementing SOPs for customer service teams
• Strong knowledge of de-escalation techniques and customer engagement strategies
• Fluent proficiency in English
• Experience working in startup or BPO environments
• Effective communication and coaching skills
• Ability to simplify complex customer interactions into structured training
• Strong problem-solving and adaptability in high-growth environments
• Confidence in working across multiple teams and departments
• Data-driven decision-making for training effectiveness
• Business Administration, Communications, Education, Hospitality Management, or a related field
• 5+ years of experience in training

Responsibilities

• Design, develop, and facilitate customer service training programs tailored to accountants transitioning into customer-facing roles
• Implement best-in-class training methodologies, including experiential learning, role-playing, and case studies
• Conduct in-person and virtual training sessions in English (Bilingual Spanish/English required)
• Collaborate with the Operations Excellence Team to define and document customer service SOPs and best practices
• Develop guidelines for handling difficult customer interactions, de-escalation techniques, and proactive engagement
• Monitor customer-facing team performance to identify skill gaps and training opportunities
• Provide one-on-one coaching to team members struggling with assertiveness, confidence, or customer empathy
• Conduct regular training refreshers to reinforce key customer service principles
• Develop and track key performance indicators (KPIs) for customer service training effectiveness
• Conduct post-training assessments to measure knowledge retention and application
• Partner with leadership to implement feedback loops for continuous improvement
• Help accountants develop soft skills such as active listening, empathy, assertiveness, and relationship-building
• Instill a mindset of customer-centric service to enhance overall client satisfaction

Preferred Qualifications

• Background in hospitality or luxury service training
• Experience with Learning Management Systems (LMS) to track training progress
• Exposure to coaching frameworks (e.g., GROW Model) for ongoing development
• Prior experience training technical professionals to become customer-facing representatives is highly preferred