Customer Service Trainer (Bilingual)

As part of one of LATAM's most dynamic and fast-growing iGaming brands, we are seeking a Customer Service Trainer (Bilingual). In this role you will launch and elevate our Lima Customer Service teams by designing and delivering learning experiences. You will build initial onboarding programs, run refreshers and targeted upskilling, and partner with Quality and Operations to close performance gaps and drive consistent, compliant service across chat and email.

Here are a few reasons to apply:

• Real and Measurable Impact: Your contribution will have a direct impact on the efficiency of Customer Service operations and the satisfaction of our users, with a focus on results that can be optimised and celebrated.
• Exponential Professional Growth: Integrate into a rapidly growing brand, with dynamic leadership that constantly pushes boundaries, providing an environment conducive to unleashing your true potential and advancing your career.
• Culture of Innovation: Be part of a dynamic environment that encourages experimentation and the application of new technologies and approaches to optimise results and spark imagination.
• Recognition: In addition to a competitive package, we offer performance-based bonuses and recognition programmes that value excellence.

As a Customer Service Trainer (Bilingual) at our company, you would be responsible for:

• Develop and deliver initial training programmes covering tools, policies, workflows, CX standards, and compliance for chat/email support.
• Conduct refresher and continuous improvement training based on performance insights, QA trends, and product updates.
• Create engaging training materials (decks, facilitator guides, simulations, knowledge articles, microlearning).
• Evaluate training effectiveness using pre/post assessments, on-the-job KPIs, and participant feedback; iterate content accordingly.
• Collaborate with Quality and Operations to prioritize gaps, align standards, and embed learn-by-doing (role plays, labs, nesting).
• Stay updated on best practices and company products/services; maintain the training catalog, curriculum maps, and version control.
• Motivate and inspire participants, fostering a growth mindset and a culture of continuous improvement.

Qualifications & Skills

• Languages: Spanish: Native; English: Advanced/Fluent (required).

• 2+ years in training/facilitation for contact centers (BPO or in-house), ideally in chat/email environments.

• Instructional design skills with experience building practical simulations and job aids.
• Strong classroom management and coaching skills; ability to influence without authority.
• Tooling: LMS/LXP, presentation/authoring tools, screen recording/simulation tools; Zendesk familiarity.
• Data-driven mindsetcapable of linking learning objectives to operational outcomes.

If you are passionate about delivering exceptional customer experiences, thrive on challenges in an innovative environment, and are ready to make a significant impact within a leading iGaming brand, this is the ideal opportunity for you.