Customer Support Trainer

Responsibilities

• Analyze dashboard data and customer support trends to identify opportunities for improving the self-service experience.
• Create 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.
• 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.
• 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.
• Cook up 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.
• Experience developing knowledge articles, support documentation, or training curriculum for frontline support agents.
• Experience working within a customer support or contact center environment.