Customer Support Trainer

About the role

We are looking for an experienced Customer Support Trainer to elevate our support experience through targeted training, knowledge management, and self‑service content initiatives. The role blends curriculum design, content creation, and continuous improvement to empower internal teams and global contact‑center partners.

Key responsibilities

• Analyze support dashboards and trends to identify self‑service improvement opportunities.
• Create, curate, and maintain public‑facing support content such as FAQs, knowledge articles, and help‑center resources.
• Coordinate content review, approval, and localization processes with brand, legal, and stakeholder teams.
• Design, develop, and deliver training programs, curricula, and onboarding for customer support staff.
• Collaborate with global third‑party contact centers to ensure operational readiness and training transitions.
• Support digital product launches and New Product Introduction processes with training and knowledge‑management activities.
• Track operational metrics, produce performance reports, and recommend improvements for help‑center and support experiences.

Required profile

• Proven experience in customer support training, knowledge management, or related fields.
• Strong analytical skills with the ability to interpret data and translate insights into actionable content.
• Familiarity with adult learning principles and instructional design methodologies.
• Excellent collaboration skills to work with SMEs, legal, brand, and global partner teams.
• Ability to manage multiple projects, prioritize tasks, and meet deadlines.

Required skills

• N/A