Customer Service Trainer

About Paysafe 
Paysafe is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With 29 years of online payment experience, an annualized transactional volume of $152 billion in 2024, and approximately 3,300 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in 48 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com

 

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Position Summary:

The Technical Subject Matter Expert Trainer is a valuable information resource within the Customer Care team. They are the point person for specific information on Merchant facing customer support as it relates to (billing, deposits, collections, chargeback, and ACH... etc.). The Customer Service Trainer will be responsible for providing the knowledge and expertise in evaluating and assisting in creating and delivering a training development plan complete with materials, tutorials, instructions, and learning resources such as online modules and guides. The ideal candidate will be a confident public speaker who is up to date on the latest tools and resources needed to improve employee training and performance.

 

Responsibilities

• Takes an active role with the onboarding of new technologies and vendors
• Proactive and constructive collaboration with the other teams in Operations (such as Mentors, Quality, Service improvement, Team Leaders, etc.)
• Provides regular feedback and analysis for the overall training progress to the management team
• Meets the targets set by the Company, as published in its internal documentation
• Creates a positive learning environment by providing clear, specific, timely and respectful mentoring, coaching and feedback to team leaders and operational managers, to ensure operational excellence and to improve mentees performance
• Constantly optimizes the induction training programme;
• Takes care of all the training needs of the department by building and facilitating tailored training programmes across functions;
• Maintains constantly updated and enriched internal training space;
• Researches and implements different training tools and techniques, focused around engagement in learning and improvement, as well as learning outcomes effectiveness;
• Provides continuous training and post-training support, guidance, and feedback to trainees; shares their experience and expertise as appropriate; acts as a sounding board for ideas and action plans;
• Helps trainees understand when things do not go as planned
• Offers encouragement and support to try new things
• Does not stay in the comfort zone of self and challenges the comfort zones of mentees/trainees, advocating change
• Identifies resources that will help trainees with personal development and growth (e.g. books, workshops, training tools, professional networking, etc.)
• Suggests, develops and communicates handling improvements
• Identifies issues and feeding them to the support team
• Proactively offers new ways for efficient mentoring and coaching of all staff, working in close collaboration across functions
• Integrates a culture of continuous improvement in all areas of business operations
• Executes all the other tasks, related to the fulfillment of all described above

Requirements and Qualifications

• Bachelor's degree in education or a related field is preferred
• Certification from talent and training associations a plus
• Two (2) years of payments processing industry experience as Lead or Specialist 
• Two (2) years' previous experience as a trainer, corporate training specialist, or a related position
• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
• Experience with technologies and best practices for instructional manuals and teaching platforms
• Strict adherence to company philosophy/mission statement/sales goals
• Strong project management skills with the ability to supervise multiple projects
• Good interpersonal skills and communication with all levels of management
• Organized and a