Trainer (Training Programs Specialist)

We are looking for an experienced Trainer to join our Training team in Mexico and support employees across multiple brands.

In this role, you will be responsible for creating, delivering, and maintaining training programs that strengthen employee performance, product knowledge, customer experience, and operational excellence.

This is a hands-on training role. We are looking for someone who can do more than deliver a presentation—you should be able to teach complex information clearly, facilitate learning, coach employees, create effective training materials, and quickly learn new systems and processes.

The ideal candidate is comfortable leading instructor-led training independently, adapting their teaching approach to different learners, and creating engaging learning experiences across virtual environments.

What You'll Do

• Develop, update, and maintain training programs for new hires and existing employees.
• Facilitate instructor-led training sessions across customer service channels, including phone, chat, email, and SMS.
• Create and maintain training materials, including PowerPoint decks, job aids, manuals, videos, guides, and LMS/eLearning modules.
• Translate complex systems, processes, and policies into clear and practical learning content.
• Provide coaching and feedback to address skill gaps and support employee development.
• Evaluate training effectiveness using learner feedback, performance results, and operational data.
• Continuously improve training programs based on business needs and learner performance.
• Partner with Operations, WFM, QA, Merchandising, L&D, and other cross-functional teams to keep training accurate and relevant.
• Support curriculum updates when systems, processes, products, or business requirements change.
• Use AI tools to improve training content, workflows, curriculum development, and coaching.
• Stay current on learning trends, training best practices, and emerging tools.

What We're Looking For

• 3+ years of proven experience in training, including creating and delivering training decks, facilitating instructor-led sessions, and developing learning materials.
• Previous experience in Customer Service, Contact Center, Training, Learning & Development, or a related environment.
• Advanced English proficiency, with strong verbal and written communication skills.
• Strong public speaking, facilitation, and presentation skills.
• Ability to independently lead virtual instructor-led training sessions.
• Experience creating professional training presentations and learning content.
• Strong PowerPoint skills.
• Intermediate or higher Excel skills.
• Experience working with CRM platforms and technical systems.
• Experience training others on systems, tools, workflows, or processes.
• Experience with LMS platforms or similar learning technologies.
• Experience creating written and video-based training content.
• Instructional design experience, including experience with Articulate 360 or another eLearning/design platform.
• Comfortable using AI tools and able to teach others how to use new technology.
• Strong organizational skills with the ability to manage multiple training projects and timelines.
• Ability to quickly learn unfamiliar systems and translate technical information into clear, accessible training.

Systems & Technology

Experience with some of the following systems is a plus:

Gladly, NetSuite, Shopify, Salesforce, Freshdesk, AWS, SharePoint, Kibo OMS, Narvar, Slack, Assembled, Claude or other AI tools, Microsoft Teams, and LMS platforms.

You do not need to have experience with every system listed above; however, you must be comfortable learning new technology quickly and teaching it effectively to others.

What Success Looks Like

A successful Trainer doesn't simply present information—they make sure people understand it and can apply it.

You should be comfortable:

• Explaining the same concept in different ways when someone doesn't understand it the first time.
• Creating an environment where employees feel comfortable asking questions.
• Balancing instruction with hands-on practice and learner participation.
• Recognizing when learners are falling behind and adjusting your approach.
• Learning a new system or process quickly and then teaching it to others.
• Adjusting training plans when timelines or business priorities change.

Additional Requirements

• Reliable high-speed internet connection.
• Reliable electrical service suitable for a remote work environment.
• Professional workspace appropriate for virtual training.
• Comfortable working on camera during live training sessions and recorded presentations.
• Ability to independently schedule and facilitate Microsoft Teams training sessions.
• Flexible availability during high-volume or production periods.