Trainer II

About the position

We are looking for a Trainer II to design and deliver high impact training programs for our Customer Support and Risk teams. This role is responsible for translating business priorities, product updates, and process changes into engaging, practical learning experiences that prepare agents to succeed. This is a hands-on role focused on both building training programs and leading them in the classroom. The ideal candidate is confident facilitating sessions, creating content, skilled at simplifying complex topics, and passionate about helping others grow.

Responsibilities

Design and Build Training Programs: Develop structured training programs for new hires, upskilling existing employees, and product/process changes.Translate complex information into clear, practical, and easy to understand content.Create facilitator guides, presentations, and interactive learning activities.Ensure training is relevant to real customer interactions and day to day workflows.Deliver Engaging Training Experiences: Facilitate live, instructor led training sessions (virtual and/or in-person).Lead discussions, activities, and roleplays that drive participation and learning.Adapt delivery style based on audience needs and engagement levels.Create an environment where learners feel confident, supported and motivated.Maintain and Improve Training Content: Update materials as products, tools, and processes evolve.Refine training based on feedback and observed learning gaps.Ensure consistency in messaging and quality across programs.Support Learner Success: Answer questions and provide guidance during and after training sessions.Reinforce key skills and concepts to support on the job application.Help bridge the gap between training and real world performance.Requirements

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