Customer Operations Trainer (Work Onsite)

About Penbrothers

Penbrothers is an HR and remote talent management partner and one of the fastest-growing companies in the Philippines. We connect talented Filipinos to global opportunities with high-growth startups and dynamic companies, enabling them to build careers from the comfort of their own homes. We provide end-to-end support in recruitment, HR, payroll, compliance, and employee engagement - creating an environment where talent can thrive and global companies can grow.

About the Client

Our client is a leading all-in-one platform that enables individuals, entrepreneurs, and businesses to create, host, and manage professional websites without technical complexity. Operating on a subscription-based model, they offer a range of tools including customizable templates, e-commerce solutions, domain registration, and integrated marketing functionalities. Serving a diverse customer base - from small businesses and creative professionals to online merchants - they help clients establish and grow their digital presence efficiently. Backed by a strong history of innovation and a commitment to design excellence, our client continues to lead in simplifying online presence management for users worldwide.

About the Role

We’re looking for a Customer Operations Trainer to help build and elevate the skills of our frontline support team across email and chat channels. This role plays a critical part in ensuring that every Customer Support Associate — from onboarding to upskilling — is equipped with the knowledge, confidence, and tools needed to deliver consistent, high-quality customer experiences.

As a Trainer, you will design, facilitate, and continuously refine training programs covering product knowledge, customer communication, ticket handling, and systems navigation (such as Zendesk and CRM tools). You’ll work closely with Team Leads, Quality Analysts, and the Operations Manager to identify performance gaps, address skill opportunities, and support the rollout of new processes and platform updates.

This role suits someone who thrives in fast-paced, service-oriented environments, enjoys coaching others, and takes pride in seeing teams grow and perform at their best.

What you’ll do

• Training Design & Delivery

  • Conduct onboarding and nesting programs for new Customer Support Associates (email and chat channels).

  • Develop and facilitate training modules focused on product knowledge, process adherence, communication quality, and customer empathy.

  • Update training materials regularly to reflect new platform features, workflows, and SOPs.

• Performance Coaching & Development

  • Partner with Team Leads and Quality Analysts to analyze performance trends and identify training opportunities.

  • Conduct refresher sessions or targeted coaching based on QA results or operational feedback.

  • Support continuous learning through micro-trainings, knowledge checks, and calibration sessions.

• Operations Enablement

  • Collaborate with internal stakeholders to communicate updates and align training priorities with business needs.

  • Maintain accurate training records, feedback surveys, and skill matrices to track progress and impact.

  • Recommend process improvements or automation opportunities based on common knowledge gaps or recurring issues observed in operations.