Trainer, Customer Support & Phone Teams

About the role

Slice is looking for a Trainer to onboard, develop, and empower members of its Customer Support and Phone teams. You will design and deliver engaging training sessions that boost employee knowledge of company policies, technical processes, and customer service best practices.

Key responsibilities

• Create and execute a comprehensive new‑hire training program for support and phone staff.
• Develop, maintain, and update the team’s training manual and training records.
• Design data‑driven assessments, tests, and surveys to evaluate learning outcomes.
• Analyze quality‑assurance scores and survey results to measure training effectiveness and identify improvement areas.
• Collaborate with Team Leads, Managers, and Directors to refine training processes and ensure consistency across all support locations.
• Coach team members on verbal and written communication skills, providing hands‑on feedback.

Required profile

• Minimum 3 years of coaching or training experience in a fast‑paced contact‑center environment.
• Proven ability to lead both in‑person and virtual training sessions of varying lengths.
• Strong analytical skills with experience creating tests and using data to drive decisions.
• Excellent English verbal and written communication abilities.
• Willingness and ability to travel to Slice support offices and BPO locations (passport required).

Required skills

• Experience designing and delivering training curricula for customer‑service teams.
• Ability to assess learning outcomes through tests and data analysis.