Customer Support Trainer

Job Description:

About Us

At Merkle, we are revolutionizing international trade by providing SMEs with a seamless, intuitive platform that simplifies their journey. Our Customer Support team plays a crucial role in this mission, ensuring that every user experience is smooth, efficient, and valuable. To support our growing team and user base, we are looking for a Customer Support Trainer who will not only lead training initiatives but also contribute to maintaining and improving the knowledge base, onboarding processes, and overall team development.

Your Role

As a Customer Support Trainer, you will be responsible for equipping our support team with the skills, knowledge, and tools they need to provide an outstanding customer experience. This role blends training, content creation, and hands-on support to ensure the team is aligned with our product, processes, and service vision.
 

As we are at early stages of the project, this role offers the opportunity to contribute shaping a new team, and a new best in class support. Moreover, it would require a flexibility at the beginning to handle both roles of Customer Support Specialist and Trainer, and evolving as a full time trainer in the future as the team grows.
 

As a temporary Customer Support Specialist, you will be the first point of contact for our users, assisting them through various channels (email, chat, phone) and ensuring their inquiries are handled efficiently and professionally. You will also contribute to onboarding efforts by guiding new users and helping them integrate the platform into their daily operations, as well as supporting customer success initiatives to maximize user satisfaction and engagement.

Key Responsibilities

Training & Development:

• Design and deliver engaging onboarding programs for new hires

• Provide continuous learning sessions to enhance the skills of existing agents.

• Develop specialized training for product updates, process improvements, and customer engagement best practices

Knowledge Management:

• Maintain and improve internal and external knowledge bases

• Ensure training materials are up to date, accessible, and aligned with company goals

• Collaborate with internal teams to document and streamline processes for efficiency

Quality & Performance Support:

• Conduct coaching sessions and feedback reviews to enhance agent performance

• Identify skill gaps and develop targeted training interventions

• Work closely with the quality assurance team to align training with real user interactions

Collaboration & Continuous Improvement:

• Act as a bridge between Customer Support, Product, and Operations teams to ensure alignment

• Gather insights from customer interactions to refine training strategies and improve customer experience

• Stay updated on industry best practices and implement innovative training approaches

Customer Support

• Assist users with inquiries related to our platform, products, and services via chat, email, and phone

• Take ownership of customer issues, ensuring they are resolved effectively and keeping users updated throughout the process

• Guide new users through onboarding, helping them understand the platform’s features and best practices

• Proactively support customer success initiatives, identifying opportunities to help users get the most value from the platform

• Ensure a seamless experience by providing clear, concise, and solution-oriented responses

• Collaborate with internal teams (Product, Operations, Customer Success, Knowledge Base) to escalate complex cases and share valuable user insights

• Contribute to process improvements, helping refine onboarding, customer support workflows, and best practices

• Participate in knowledge-sharing initiatives, ensuring the team stays up to date on product updates and industry best practices

What We’re Looking For

• Proven experience in customer support and training (minimum 5 years)

• Positive mindset and flexibility to perform different tasks necessary to develop the customer support

• Strong communication and coaching skills with the ability to engage diverse audiences

• Ability to create training materials (presentations, guides, video tutorials, etc.).

• Experience working in a fast-paced, dynamic environment

• A proactive, solution-oriented mindset with a passion for improving customer experience

A few of the benefits 

Whether it's the joy of working with people at the top of their game or the Merkle social calendar, people love working here – and we hope you will too 

• Attractive and great compensation package 

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