Customer Service Training Specialist; Remote

We are seeking an experienced and highly motivated Customer Service Training Specialist to design, deliver, and continuously improve training programs for customer-facing teams in a fully remote environment. This role is ideal for professionals with a strong background in customer service, learning and development (L&D), employee training, and customer experience (CX) who are passionate about developing people and driving service excellence.

As a Customer Service Training Specialist, you will play a critical role in enhancing communication skills, service quality, and customer interaction standards across support teams. You will work closely with operations, quality, and leadership teams to ensure training programs align with business goals, performance metrics, and evolving customer expectations.

The primary purpose of this role is to design, implement, and optimize comprehensive customer service training programs that improve customer satisfaction, employee performance, and overall service delivery. This includes onboarding new hires, upskilling existing employees, and supporting continuous learning initiatives using adult learning principles and modern training methodologies.

The role requires a strong understanding of customer service best practices, performance-based learning, and remote training delivery, with a focus on measurable outcomes and long-term capability building.

• Design, develop, and deliver engaging customer service training programs for remote and distributed teams
• Create modular training content focused on communication skills, customer handling, service excellence, and brand representation
• Facilitate virtual training sessions, workshops, and coaching programs using online learning platforms
• Apply adult learning theory, instructional design principles, and blended learning approaches to maximize engagement and retention
• Conduct training needs assessments and skills gap analyses based on performance data, quality scores, and feedback
• Continuously update training materials, job aids, and learning resources to reflect policy updates, process changes, and customer insights
• Evaluate training effectiveness through assessments, feedback, KPIs, and post-training performance metrics
• Collaborate with customer support leaders, quality teams, and operations managers to align training with service standards and SLAs
• Support onboarding programs for new customer service agents and refresher training for existing staff
• Coach and mentor employees to improve confidence, professionalism, and customer interaction quality
• Promote a culture of continuous improvement, learning, and customer-centric thinking
• Maintain accurate documentation of training activities, attendance, and outcomes

• Proven experience as a Customer Service Trainer, Training Specialist, Learning and Development professional, or similar role
• Strong background in customer service operations, customer support, call center environments, or CX teams
• Excellent written, verbal, and presentation skills
• Demonstrated ability to design and deliver effective training programs for adult learners
• Solid understanding of adult learning principles, facilitation techniques, and instructional design
• Experience assessing training needs and tailoring programs to specific performance objectives
• Ability to analyze performance data and translate insights into actionable training improvements
• Comfort working independently in a fully remote, asynchronous environment

• Experience delivering virtual or remote training programs
• Familiarity with learning management systems (LMS), training platforms, or e-learning tools
• Strong coaching, mentoring, and facilitation skills
• Knowledge of customer experience (CX) metrics such as CSAT, NPS, and QA scores
• Ability to manage multiple training initiatives and deadlines simultaneously
• High level of organization, attention to detail, and adaptability

• Fully remote / work from home position
• Flexible scheduling with clearly defined deliverables
• Independent contributor role with cross functional collaboration
• Training tools, documentation, and support provided
• Opportunity for long term engagement and professional growth

This role directly supports customer satisfaction and business performance by ensuring customer service teams are well trained, confident, and aligned with service standards. Over time, the Customer Service Training Specialist may grow into senior L&D roles, quality leadership, training management, or customer experience strategy positions.

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