Customer Experience Team Trainer - Remote

Overview

We are looking for a skilled and dynamic Customer Experience Team Trainer to enhance call center performance through comprehensive training programs, knowledge and resource management. This role plays a key part in optimizing customer interactions across ZOLEO, Roadpost, and Bluecosmo by ensuring the Customer Experience team is well-equipped with the knowledge, skills, and tools to deliver outstanding service.

In Short

• Develop and implement training programs on products, services, processes, and skills to enhance performance.
• Lead engaging onboarding for new hires, both permanent and seasonal.
• Provide ongoing training on new products, technologies, and customer strategies.
• Use diverse training methods (classroom, virtual, hands-on) to suit different learning styles.
• Tailor training to agent experience levels and preferences.
• Observe, audit (ticket QA), and evaluate team members’ interactions across voice, email, and chat.
• Collaborate with Team Leads to develop personalized coaching plans and competency goals.
• Develop and maintain training materials (manuals, presentations, videos, knowledge base).
• Track and report on training effectiveness and employee performance improvement.
• Act as a liaison between the Customer Experience team and other departments.

Requirements

• 3+ years in a training or coaching role, preferably within customer service or the wireless mobile communications industry.
• Bachelor’s degree in business, Communications, Education, or a related field (or equivalent experience).
• Strong understanding of wireless products, services, and customer care operations.
• Exceptional presentation and facilitation skills.
• Excellent communication, coaching, and interpersonal abilities.
• Proficiency in training tools, e-learning platforms, and Microsoft Office Suite.
• Proven experience designing structured training frameworks, SOPs, and knowledge management systems.
• Analytical mindset with the ability to use data to assess training needs and outcomes.
• Bilingual (English/French) highly desirable.
• Experience with customer service platforms like Zendesk, Salesforce, or similar tools.

Benefits

• Competitive Base Salary
• Personal & Corporate Bonus
• RRSP Matching
• 3 weeks of vacation
• Health & Dental benefits