Customer Service Training Specialist

About the role

We are seeking a Customer Service Training Specialist to lead the onboarding and development of new e‑commerce team members. The role is fully remote and focuses on delivering engaging training sessions, creating learning materials, and ensuring new hires are equipped to provide top‑notch support.

Key responsibilities

• Facilitate one‑on‑one and group training sessions via Zoom.
• Train new hires on company policies, processes, tools, and best practices.
• Deliver training on customer service and e‑commerce platforms such as Gorgias, Zendesk, Re:amaze, Freshdesk, and Shopify.
• Conduct brand‑specific and role‑specific onboarding sessions.
• Create engaging training materials, presentations, and learning resources using Canva, Trainual, Moodle, and Loom.
• Participate in New Team Member Onboarding Week and lead assigned sessions.
• Evaluate trainee performance through assessments and provide constructive feedback.
• Continuously improve training programs and learning experiences.

Required profile

• 3–5 years of BPO experience in the customer service industry.
• 1–2 years of experience delivering customer service training.
• Familiarity with e‑commerce tools (Gorgias, Shopify, Zendesk, Re:amaze, Freshdesk) and CRM platforms (HubSpot, Monday.com).
• Virtual Assistant experience is a plus.
• Strong understanding of e‑commerce operations and customer support.

Required skills

• Gorgias
• Zendesk
• Re:amaze
• Freshdesk
• Shopify
• HubSpot
• Monday.com
• Canva
• Trainual
• Loom
• Moodle
• Zoom
• Gmail
• Slack

What we offer

• Permanent full‑time work‑from‑home position.
• Paid Time Off and health + dental insurance.
• Collaborative global team in a fast‑growing e‑commerce company.
• Opportunities for continuous learning, career growth, and internal advancement.