Customer Service Near-Hire Trainer - Freelance, Remote

Department: Support & Leadership

Location: Philippines

Compensation: $7.00 / hour

Description

About the Client
A fast-growing provider of virtual assistant services for businesses and executives. We deliver dedicated assistants trained on email, calendar, AI tools, and customer operations, with strong coaching and QA support. We prioritize rapid hiring, continuous upskilling, and scalable processes to help clients delegate and grow efficiently.

Why does this role exist?
This role exists to ensure new customer service hires are production-ready, confident, and aligned with client standards from day one. By designing and delivering robust near-hire training and QA-driven coaching, the Trainer will improve response quality, CSAT, and first-contact resolution while reducing time-to-proficiency. The objective is to start by supporting one client and, within three months, scale to managing multiple client programs under the Customer Success Team.

The Impact you’ll make

Near-Hire Training Design & Delivery
  • Develop and execute structured training programs on customer service excellence, communication skills, and client-specific processes.
  • Create and refine onboarding materials: curriculum, knowledge assessments, FAQs, and system walkthroughs.
  • Facilitate live sessions, role plays, huddles; conduct side-by-sides and call calibrations to reinforce best practices.
Quality Assurance & Coaching
  • Design QA scorecards and feedback loops aligned to client standards to drive consistent service quality.
  • Monitor and analyze AHT, CSAT, QA scores, adherence, and FCR to identify gaps and measure training effectiveness.
  • Provide targeted coaching based on QA findings and performance trends; update training content accordingly.
Playbook & Continuous Learning
  • Build and maintain a Customer Service Playbook with onboarding plans and modular training paths.
  • Establish a structured weekly cadence for refreshers, knowledge checks, and learning huddles.
  • Contribute to call flows, objection-handling guides, and knowledge base documentation.
Stakeholder Collaboration & Program Scaling
  • Partner with Operations and Quality to ensure smooth trainee transition to production and ongoing support.
  • Calibrate with client stakeholders and Customer Success to align on standards and performance targets.
  • Within three months, expand scope to oversee multiple client programs with consistent training quality.
Tools, Reporting & Administration
  • Use CRM and call monitoring tools (e.g., HubSpot, Zendesk, Salesforce) and spreadsheets (Google Sheets) to track progress.
  • Maintain training calendars, attendance, certification records, and performance reports.
  • Surface insights and recommendations to improve processes and scale near-hire training.

Skills, Knowledge and Expertise

Required:
  • Proven experience as a Customer Service/Call Center Trainer for frontline representatives.
  • Strong understanding of QA processes, scorecards, and contact center performance metrics (AHT, CSAT, QA, adherence, FCR).
  • Proficiency with CRM/call monitoring tools and spreadsheets (e.g., HubSpot, Zendesk, Salesforce, Google Sheets).
  • Background in high-volume customer service environments (inbound, outbound, or blended).
  • Excellent communication and facilitation skills with the ability to simplify complex processes into engaging sessions.
  • WFH Set-Up:
    • Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
    • Internet speed of at least 40MBPS
    • Headset with an extended mic that has noise cancellation and a webcam
    • Back-up computer and internet connection
    • Quiet, dedicated workspace at home
Your Superpowers:
  • Proven experience as a Customer Service/Call Center Trainer for frontline representatives.
  • Strong understanding of QA processes, scorecards, and contact center performance metrics (AHT, CSAT, QA, adherence, FCR).
  • Proficiency with CRM/call monitoring tools and spreadsheets (e.g., HubSpot, Zendesk, Salesforce, Google Sheets).
  • Background in high-volume customer service environments (inbound, outbound, or blended).
  • Excellent communication and facilitation skills with the ability to simplify complex processes into engaging sessions.
You should apply if…
  • You love coaching people to deliver exceptional customer experiences and can turn feedback into growth.
  • You’re data-driven, proactive, and comfortable managing cohorts in high-volume or multi-client environments.
  • You thrive in fast-moving, startup-like teams, can context-switch smoothly, and take ownership from day one.
  • You embrace continuous improvement, welcome feedback, and enjoy building repeatable systems that scale.
What to expect...


Work Setup:
  • Remote position
  • Must have a reliable internet connection and a quiet workspace
  • Required to provide own computer with Intel Core i5 or something similar or higher operating system
Working Hours:
  • 40 hours per week
  • Monday - Friday: US business hours - depending on the client's needs
Compensation:
  • $7 per hour
  • No benefits package included

Benefits