Trainer

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Design, enhance, and uphold training programs for both new hires and existing staff.

• Conduct instructor-led training sessions across various customer service channels including phone, chat, email, and SMS.

• Develop and manage PowerPoint presentations, job aids, manuals, videos, guides, and LMS/eLearning modules.

• Simplify intricate systems, processes, and policies into straightforward, actionable learning materials.

• Offer coaching and constructive feedback to bridge skill gaps and promote employee growth.

• Assess training effectiveness through learner feedback, performance metrics, and operational data.

• Continuously refine training programs in response to business needs and learner outcomes.

• Collaborate with Operations, WFM, QA, Merchandising, L&D, and various cross-functional teams.

• Assist in curriculum updates when there are changes in systems, processes, products, or business requirements.

• Utilize AI tools to enhance training content, workflows, curriculum development, and coaching methodologies.

• Remain abreast of learning trends, training best practices, and innovative tools.

• Convey concepts through diverse methods, foster questions, balance instruction with hands-on practice, identify when learners need additional support, and adapt training plans as priorities shift.

⛳️ Requirements

• Over 3 years of demonstrated experience in training, including the creation and delivery of training materials, facilitating instructor-led sessions, and developing educational content.

• Prior experience in Customer Service, Contact Center, Training, Learning & Development, or a similar field.

• Proficient in English with excellent verbal and written communication abilities.

• Strong public speaking, facilitation, and presentation capabilities.

• Ability to independently conduct virtual instructor-led training sessions.

• Experience in crafting professional training presentations and educational content.

• Proficient in PowerPoint.

• Intermediate or higher skills in Excel.

• Familiarity with CRM platforms and technical systems.

• Experience training others on systems, tools, workflows, or processes.

• Knowledge of LMS platforms or similar learning technologies.

• Experience in producing written and video-based training materials.

• Instructional design experience, including proficiency with Articulate 360 or another eLearning/design platform.

• Comfortable using AI tools and capable of instructing others on new technologies.

• Strong organizational skills with the ability to manage multiple training projects and deadlines.

• Quick adaptability to unfamiliar systems and ability to translate technical information into clear, understandable training.

• Reliable high-speed internet connection.

• Dependable electrical service suitable for a remote working environment.

• Professional workspace conducive to virtual training.

• Comfortable appearing on camera during live training sessions and recorded presentations.

• Ability to independently schedule and facilitate Microsoft Teams training sessions.

• Flexible availability during peak or production times.

• Familiarity with some of the listed systems is advantageous, including Gladly, NetSuite, Shopify, Salesforce, Freshdesk, AWS, SharePoint, Kibo OMS, Narvar, Slack, Assembled, Claude or other AI tools, Microsoft Teams, and LMS platforms.

🏝️ Benefits

• Complete equipment provided.

• 100% paid training.

• 10-hour work shift (8 am - 6 pm).

• 1-hour lunch break with 2 additional breaks of 15 minutes each.

• Two days off per week (Saturday and Sunday).

• Total Pass.

• Legal benefits from the first day of employment.

• Additional benefits after 90 days (Food vouchers, Minor and Major Medical Insurance, Telemedicine).

• Home office setup.