Learning and Development Trainer

Summary

Join Proper, a rapidly growing startup, as a Learning and Development Trainer based in LATAM. You will design and deliver training programs focusing on customer service excellence, management training, and English language improvement. This role involves developing and facilitating training, creating SOPs, conducting coaching sessions, and measuring training effectiveness. You will collaborate with the Operations Excellence Lead and Training Operations Analyst. The ideal candidate possesses strong communication and coaching skills, experience in high-growth environments, and fluency in Spanish and English. This full-time position offers the opportunity to contribute to a world-class team passionate about growth.

Requirements

• Customer service training development and facilitation
• English language instruction for intermediate to advanced learners
• Management coaching: accountability, KPI tracking, operational leadership
• SOP development and documentation
• Knowledge of service excellence frameworks (e.g., Ritz-Carlton Gold Standards, Disney Institute)
• Bilingual fluency in Spanish and English
• Experience in high-growth service, BPO, or startup environments
• Exceptional communication and coaching skills
• High adaptability in a fast-paced, dynamic environment
• Ability to collaborate across teams and departments
• Data-driven training methodology and decision-making
• Education, Communications, Business Administration, Hospitality Management, or a related field
• 8+ years in training and development
• Minimum 3+ years in English language training and 3+ years in management or customer service training roles

Responsibilities

• Design, develop, and facilitate training in: English communication (intermediate to advanced), world-class customer service standards, management best practices (accountability, KPI management, standards adherence)
• Conduct live coaching sessions for customer-facing roles and managers
• Deliver virtual and in-person training in English; Spanish bilingual proficiency required
• Employ best practices like experiential learning, role-playing, and scenario-based training
• Act as SME for creating customer service and management SOPs in collaboration with the Operations Excellence Lead
• Provide practical input on standards for service excellence and team leadership processes
• Conduct individual coaching sessions to build English fluency, customer service skills, and management effectiveness
• Deliver regular refresher trainings reinforcing key service and leadership behaviors
• Serve as a trusted development partner for frontline and management teams
• Work closely with the Training Operations Analyst to create, refine, and update training materials aligned with SOPs and evolving business needs
• Define and track KPIs for: English language skill improvements, customer service excellence, management training outcomes
• Conduct post-training assessments and iterate based on performance data and feedback loops
• Strengthen employee abilities in active listening, empathy, assertiveness, conflict resolution, and leadership presence
• Foster a customer-centric, accountability-driven culture across all service teams

Preferred Qualifications

• TESOL/TEFL certification or similar English teaching qualification
• Experience with Learning Management Systems (LMS)
• Familiarity with coaching frameworks (e.g., GROW, OKRs)
• Background in luxury service customer training (e.g., Four Seasons, Ritz-Carlton)