Job Description
At careerzynith, we're on a mission to revolutionize the way we approach customer service training. As a quickly growing startup, we value your skills, voice, and happiness. Our team consists of developers, designers, engineers, accountants, CPAs, project managers, and creatives worldwide. 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.
- *About careerzynith**
careerzynith is a San Francisco-based tech startup with a presence in LATAM. We're passionate about growing together and creating a world-class team that's dedicated to delivering exceptional customer experiences. Our fast-paced environment is continuously evolving, and we're looking for someone with a collaborative, positive, proactive attitude, and strong communication skills to join our team.
- *Role Description**
We're seeking an Experienced Customer Service Trainer to join our team. As a Customer Service Trainer, you'll 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 Development** + Monitor 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.+ Conduct post-training assessments to measure knowledge retention and application.+ 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** + 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.
- *What We Offer**
- A dynamic and fast-paced work environment with opportunities for growth and development.
- A competitive salary and benefits package.
- A comprehensive training program to help you succeed in your role.
- A collaborative and supportive team environment.
- Opportunities for professional development and career advancement.
- *How to Apply**
If you're passionate about delivering exceptional customer experiences and have a collaborative, positive, proactive attitude, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you!
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