Customer Service Trainer

About the role

Salmon is looking for a Customer Service Trainer to build the learning and development function for its fast‑growing Customer Service team. You will design, launch and continuously improve training programmes that directly improve response speed and quality.

Key responsibilities

• Partner with the Methodologist and Quality team to design a competency framework, assessment system and individual development tracks.
• Build a dedicated training and assessment programme for team leads and run pilots to measure impact on speed and quality metrics.
• Assess learning needs, design targeted training aligned with business goals, deliver engaging sessions and iterate based on feedback.
• Collaborate with instructional designers and e‑learning teams to convert training into digital formats and create scalable content.
• Track training participation and outcomes, analyse performance data and refine content and delivery.
• Act as a trusted advisor to business leaders, identifying training priorities and recommending strategies that support performance and growth.

Required profile

• Proven experience in end‑to‑end training design and delivery, from needs assessment to results‑driven sessions.
• Track record of building training programmes from scratch, preferably in a customer service, contact‑center or operations environment.
• Experience collaborating with instructional designers and e‑learning teams to produce scalable, digital‑first content.
• Strong analytical skills – comfortable tracking participation, measuring effectiveness and using data to improve.
• Business‑partnership mindset with the ability to influence and advise stakeholders at all levels.
• Excellent communication and facilitation skills.

What we offer

• Work with a passionate international team in a fast‑growing fintech bank.
• Rapid professional growth with merit‑based rewards and international advancement opportunities.
• Performance‑based rewards and long‑term success incentives.
• Relocation support for eligible candidates and a new office in Manila.
• Remote and hybrid work options.
• Medical insurance and health & wellness benefits.
• Variety of online and in‑person events and activities.