Global CX Trainer

Permanent Employee, Full-time, Remote, PST Shift
Monthly Net Salary: $3,000 to $3,500

Job Summary:

We are seeking a dynamic Global CX Trainer to design, deliver, and continually improve training programs for our Customer Experience (CX) team. You will craft onboarding and advanced product-support curricula, manage our LMS, and align all L&D initiatives with business goals to elevate service quality and performance. This position requires a seasoned professional with deep, continuous e-commerce training experience and strong credentials in learning and development.

Responsibilities:

  • Program Design & Delivery

    • Conduct needs assessments, analyze performance data, and build a comprehensive L&D strategy for CX.

    • Develop engaging content (presentations, manuals, e-learning, experiential activities) covering onboarding, product knowledge, customer communication, and software utilization.

    • Facilitate training sessions in classroom, virtual, and blended formats; provide direct coaching and mentorship.

  • Continuous Improvement

    • Update training materials to reflect new policies, products, and technologies.

    • Collect feedback, measure KPIs, and iterate programs to maximize ROI and performance impact.

  • Knowledge Management

    • Build and maintain a centralized knowledge hub of resources, FAQs, and SOPs for the CX team.

    • Ensure timely dissemination of updates and best practices across all support channels.

  • Quality Assurance & Compliance

    • Align training with industry regulations, data-privacy standards, and internal policies.

    • Partner with QA and Compliance to prepare agents for internal/external audits.

  • Evaluation & Reporting

    • Implement post-training evaluations to gauge knowledge retention and application.

    • Deliver executive-level reports on program outcomes and strategic insights.

  • Technology & Innovation

    • Administer and optimize the LMS; develop interactive e-learning modules.

    • Pilot new training initiatives and stay current on L&D technologies and CX trends.

  • Collaboration

    • Partner with department heads and SMEs to align training with organizational goals.

    • Advocate for CX team needs and ensure ongoing communication about evolving challenges.

Requirements:

  • Minimum 5 years of continuous, e-commerce–specific training experience, or comparable corporate-trainer background.

  • Certified training credential (CPLP, CPTD, or equivalent) or a degree in instructional design, adult learning, or a related field.

  • Holds at least CEFR C1 English qualification.

  • Demonstrated understanding of Western consumer markets and customer expectations.

  • Bilingual or multilingual proficiency strongly preferred.

  • 5+ years of progressive L&D experience, ideally in a global CX or BPO environment.

  • Expertise in customer-experience training best practices.

  • Proven facilitation skills capable of engaging diverse audiences.

  • Proficiency with LMS administration and e-learning authoring tools.

  • Strong analytical, project-management, and leadership capabilities.

  • Experience delivering product-support or new-hire training in a technical-support setting (3+ years).

  • Background in QA/compliance training within regulated industries preferred.

  • Familiarity with CX software (e.g., Kustomer) and Google Classroom/Sites preferred.