Customer Support Trainer

We are partnered with Patrianna, who are on the lookout for a Customer Support Trainer to join their team!

About Patrianna

Patrianna is transforming social gaming from their Gibraltar headquarters, with a globally distributed team creating engaging experiences for millions of players worldwide. They're in rapid growth mode—and they need someone who thrives on turning operational complexity into seamless, efficient systems. High Pace, High Growth, Real Impact. That's their culture. Every optimisation you implement scales with our growth, meaning your contributions genuinely shape how they operate and serve their players.

The Role

Our client is seeking a passionate and experienced Customer Service & Player Ops Trainer to join their dynamic team. In this role, the trainer will play a crucial part in ensuring customer service representatives deliver exceptional service by providing comprehensive training programs and ongoing coaching. The position is responsible for designing, developing, and delivering engaging training materials and experiences that equip the team with the skills and knowledge needed to excel.

Responsibilities

Training Needs Analysis & Curriculum Development

• Collaborate with the CS Training Manager, CS Management, and CS Operations to identify training needs and performance gaps.
• Develop and maintain a comprehensive training curriculum that aligns with business objectives and customer service best practices.
• Design and create engaging training materials, including presentations, handouts, e-learning modules, and interactive activities.

Training Delivery & Facilitation

• Deliver new-hire onboarding programs that provide a strong foundation in customer service skills, product knowledge, and company policies.
• Conduct ongoing training sessions to enhance team knowledge, skills, and performance.
• Facilitate engaging and interactive training sessions that cater to diverse learning styles.
• Provide timely and effective training on new products, services, and company initiatives.

Coaching & Performance Support

• Provide coaching and feedback to new employees during onboarding to support their development and success.
• Act on feedback from team managers about the performance of customer service representatives to identify areas for improvement.
• Offer constructive feedback and guidance to enhance individual and team performance.

Collaboration & Stakeholder Management

• Partner with HR, recruitment, and team managers to ensure a seamless and effective onboarding experience for new hires.
• Collaborate with subject matter experts to develop and deliver specialised training content.
• Maintain open communication with stakeholders to address training needs and gather feedback.

Continuous Improvement

• Stay up to date on the latest industry trends, best practices, and training methodologies.
• Evaluate the effectiveness of training programs and make adjustments as needed.
• Contribute to the continuous improvement of training processes and materials.

Performance Measurement

• Trainee feedback surveys
• Quality assurance evaluations
• Timely delivery of training, testing, and coaching sessions
• 360-degree evaluations

Qualifications

Experience:

• Proven experience in customer service and player operations training and delivery is highly desired.
• Experience with CRM training is an added advantage.

Skills:

• Excellent written and spoken English language skills.
• Strong communication, interpersonal, and presentation skills.
• Strong instructional design and facilitation skills.
• Ability to create engaging and interactive training materials.
• Proficiency in e-learning development tools and platforms is a plus.

Attributes:

• Passion for teaching and developing others.
• Strong interest in training development and continuous learning.
• Positive attitude and role-model behaviour.
• Excellent organisational and time-management skills.