Customer Service Training Lead

Position Summary

The Customer Service Training Lead owns onboarding and training for new Customer Service hires, running structured cohorts on a 6-8 week basis to take new agents from day one to production-ready. This role is responsible for building and delivering the curriculum, leading live virtual training sessions, and certifying trainees before they're released to live queues. You'll work closely with the Head of Customer Service and team leads across our Email, Live Call, and Social Media channels to make sure every new cohort graduates ready to hit our quality and performance standards from day one.

Key Responsibilities

• Cohort Training Design: Build and continuously improve the curriculum used to onboard new offshore CS hires.
• Live Virtual Instruction: Lead live, camera-on virtual training sessions for each cohort, teaching product knowledge, tools, macros, SOPs, and brand voice.
• Cohort Management: Run training cohorts on a 6-8 week cadence, from kickoff through certification and handoff to live queues.
• Assessment & Certification: Evaluate trainee readiness throughout the program and certify agents before they move to production.
• Materials & Documentation: Maintain and update training materials, macros, and SOPs so they stay current with real ticket and call scenarios.
• Handoff Coordination: Work with channel team leads to ensure a smooth transition from training to live queues, including flagging any trainees who need extra support.
• Continuous Improvement: Build a feedback loop with team leads and QA to identify gaps in training and close them in future cohorts.
• Reporting: Track cohort completion rates, time-to-proficiency, and the early performance of training graduates.

Qualifications

• Required:
  • Proven experience training or onboarding offshore employees (LATAM or Philippines) in a customer service or support environment.
  • Experience teaching or facilitating in a live, virtual setting (video-based instruction, screen share, virtual classroom tools).
  • Experience running structured training programs or cohorts on a recurring cadence.
  • Strong communication and coaching skills, with the ability to simplify complex processes for new hires.
  • Comfortable being on camera for extended live training sessions.
• Preferred:
  • Experience building training curriculum from scratch rather than just delivering an existing one.
  • Background in adult learning, instructional design, or a related field.
  • Experience with Richpanel or a comparable helpdesk platform.
  • Experience in DTC, e-commerce, or subscription customer service.

Who This Role Is Not For

• This is not for people who only want to deliver a pre-built curriculum with no ownership over improving it.
• This is not for people uncomfortable with recurring live, camera-on virtual teaching.
• This is not for people who prefer 1:1 coaching only; this role runs structured group cohorts.
• This is not for people who need a steady, unchanging workload; intensity ramps up around each cohort's kickoff and certification periods.

Work Environment

Fully remote position, working around a recurring cohort schedule. Close collaboration with the Head of Customer Service and channel team leads. Direct coaching and feedback culture, with camera-on live sessions. Performance and outcomes are prioritized over hours worked or process.

What We Value

• Output-Focused: We prioritize and reward results.
• Accountability: Team members own their decisions, mistakes, and outcomes.
• Thirst for Knowledge: We learn continuously from data, customers, and each other.

Tools We Use

• Shopify
• Richpanel
• Loop
• Checkout Champ
• When I Work
• Fulfil