Customer Service Trainer

**Proper is a quickly growing startup that values your skills, voice, and happiness.**We’re a team of developers, designers, engineers, accountants, CPAs, project managers, and creatives worldwide. But we’re also surfers, hikers, Sichuan-eaters, photographers, artists, world travelers, meme lovers, and life-havers. Together, we provide the most technologically advanced property accounting services in the world. We’re proud to be creating something new that improves people’s lives while working together in a culture of collaboration, respect, communication, joy, and personal growth.Read more about what we do at Proper.ai**We’re seeking a Customer Service Trainer to join our**team.**Proper is seeking a Customer Service Trainer who will not only facilitate training but will also monitor performance, iterate on methodologies, and ensure that the team consistently delivers a world-class customer experience. We’re looking for someone with a collaborative, positive, proactive attitude, and strong communication skills, who are excited to be working in a fast-paced environment that’s continuously evolving. If that sounds like you and you’re excited by the idea of joining a world-class team that’s passionate about growing together, we look forward to hearing from you Proper is a San Francisco-based tech startup. This full-time position would be based in LATAM.**Role Description**:- The Customer Service Trainer will be responsible for training and coaching customer-facing roles within the Accounting Team, primarily accountants transitioning into customer-facing responsibilities. This role will also work closely with the Operations Excellence Team to define, document, and implement Standard Operating Procedures (SOPs) and best practices for customer service.**Key Responsibilities**:- ** Training Development & Facilitation**:- Design, develop, and facilitate customer service training programs tailored to accountants transitioning into customer-facing roles.- Implement best-in-class training methodologies, including experiential learning, role-playing, and case studies.- Conduct in-person and virtual training sessions in English (Bilingual Spanish/English required).- ** SOPs & Best Practices Development**:- Collaborate with the Operations Excellence Team to define and document customer service SOPs and best practices.- Develop guidelines for handling difficult customer interactions, de-escalation techniques, and proactive engagement.- Coaching & Continuous DevelopmentMonitor customer-facing team performance to identify skill gaps and training opportunities.- Provide one-on-one coaching to team members struggling with assertiveness, confidence, or customer empathy.- Conduct regular training refreshers to reinforce key customer service principles.- ** Performance Measurement & Feedback**:- Develop and track key performance indicators (KPIs) for customer service training effectiveness.- Partner with leadership to implement feedback loops for continuous improvement.- ** Cultural & Soft Skills Development**:- Help accountants develop soft skills such as active listening, empathy, assertiveness, and relationship-building.- Instill a mindset of customer-centric service to enhance overall client satisfaction.**Required Skills**:- ** Hard/technical skills**:- Customer service training development and facilitation.- Experience training technical professionals (e.g., accountants, engineers, or analysts) in soft skills.- Knowledge of customer service excellence frameworks (e.g., Ritz-Carlton Gold Standards, Disney Institute methodologies).- Experience in developing and implementing SOPs for customer service teams.- Strong knowledge of de-escalation techniques and customer engagement strategies.- Fluent proficiency in English.- Experience working in startup or BPO environments.- ** Soft skills** (e.g.: leadership, organizational skills, etc.)- Effective communication and coaching skills.- Ability to simplify complex customer interactions into structured training.- Strong problem-solving and adaptability in high-growth environments.- Confidence in working across multiple teams and departments.- Data-driven decision-making for training effectiveness.**Nice-To-Have Skills**:- Background in hospitality or luxury service training.- Experience with Learning Management Systems (LMS) to track training progress.- Exposure to coaching frameworks (e.g., GROW Model) for ongoing development.**Type of Degree**:- Business Administration, Communications, Education, Hospitality Management, or a related field.**Years of experience in the field**:- 5+ years of experience in training- Prior experience training technical professionals to become customer-facing representatives is highly preferred.