Experienced Customer Service Trainer – Training Development & Facilitation for Technical Professionals

At arenaflex, we're on a mission to revolutionize the way we approach customer service training. As a quickly growing startup, we value your skills, voice, and happiness. Our team consists of developers, designers, engineers, accountants, CPAs, project managers, and creatives worldwide. We're also surfers, hikers, Sichuan-eaters, photographers, artists, world travelers, meme lovers, and life-havers. Together, we provide the most technologically advanced property accounting services in the world. We're proud to be creating something new that improves people's lives while working together in a culture of collaboration, respect, communication, joy, and personal growth.

About arenaflex

arenaflex is a San Francisco-based tech startup with a presence in LATAM. We're passionate about growing together and creating a world-class team that's dedicated to delivering exceptional customer experiences. Our fast-paced environment is continuously evolving, and we're looking for someone with a collaborative, positive, proactive attitude, and strong communication skills to join our team.

Role Description

We're seeking an Experienced Customer Service Trainer to join our team. As a Customer Service Trainer, you'll be responsible for training and coaching customer-facing roles within the Accounting Team, primarily accountants transitioning into customer-facing responsibilities. This role will also work closely with the Operations Excellence Team to define, document, and implement Standard Operating Procedures (SOPs) and best practices for customer service.

Key Responsibilities

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Training Development & Facilitation

+ Design, develop, and facilitate customer service training programs tailored to accountants transitioning into customer-facing roles. + Implement best-in-class training methodologies, including experiential learning, role-playing, and case studies. + Conduct in-person and virtual training sessions in English (Bilingual Spanish/English required).

SOPs & Best Practices Development

+ Collaborate with the Operations Excellence Team to define and document customer service SOPs and best practices. + Develop guidelines for handling difficult customer interactions, de-escalation techniques, and proactive engagement.

Coaching & Continuous Development

+ Monitor customer-facing team performance to identify skill gaps and training opportunities. + Provide one-on-one coaching to team members struggling with assertiveness, confidence, or customer empathy. + Conduct regular training refreshers to reinforce key customer service principles.

Performance Measurement & Feedback

+ Develop and track key performance indicators (KPIs) for customer service training effectiveness. + Conduct post-training assessments to measure knowledge retention and application. + Partner with leadership to implement feedback loops for continuous improvement.

Cultural & Soft Skills Development

+ Help accountants develop soft skills such as active listening, empathy, assertiveness, and relationship-building. + Instill a mindset of customer-centric service to enhance overall client satisfaction.

Required Skills

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Hard/Technical Skills

+ Customer service training development and facilitation. + Experience training technical professionals (e.g., accountants, engineers, or analysts) in soft skills. + Knowledge of customer service excellence frameworks (e.g., Ritz-Carlton Gold Standards, Disney Institute methodologies). + Experience in developing and implementing SOPs for customer service teams. + Strong knowledge of de-escalation techniques and customer engagement strategies. + Fluent proficiency in English. + Experience working in startup or BPO environments.

Soft Skills

+ Effective communication and coaching skills. + Ability to simplify complex customer interactions into structured training. + Strong problem-solving and adaptability in high-growth environments. + Confidence in working across multiple teams and departments. + Data-driven decision-making for training effectiveness.

Nice-To-Have Skills

* Background in hospitality or luxury service training.

• Experience with Learning Management Systems (LMS) to track training progress.
• Exposure to coaching frameworks (e.g., GROW Model) for ongoing development.

Type of Degree

* Business Administration, Communications, Education, Hospitality Management, or a related field.

Years of Experience in the Field

* 5+ years of experience in training.

• Prior experience training technical professionals to become customer-facing representatives is highly preferred.

What We Offer

* A dynamic and fast-paced work environment with opportunities for growth and development.

• A competitive salary and benefits package.
• A comprehensive training program to help you succeed in your role.
• A collaborative and supportive team environment.
• Opportunities for professional development and career advancement.

How to Apply

If you're passionate about delivering exceptional customer experiences and have a collaborative, positive, proactive attitude, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you! Apply for this job