Secretlab is an international gaming chair brand seating over a million users worldwide, with our key markets in the United States, Europe and Singapore, where we are headquartered.
As a Senior Customer Service Trainer, you will play a vital role in developing our customer service team's skills through high-quality training sessions. This includes ensuring that our training materials are continuously updated to reflect the latest in product knowledge, training and customer service best practices. By identifying skill gaps and transforming these insights into targeted learning opportunities, you will help empower our team to deliver exceptional customer service across all regions. Thorough documentation and regular reporting on training timelines, methods, and outcomes will ensure that stakeholders have the insights they need for effective, informed decision-making
Our Customer Support team represents the brand to our global followers as Secretlab continues to grow its reach through internal and collaborative efforts with world-renowned brands such as Game of Thrones, Batman, Cloud9, Team Secret, as well as international esports organisers such as Riot Games for their League of Legends global tournaments.
Responsibilities
- Conduct quality training sessions, including ensuring that our existing materials are up to date both in terms of methodology and content
- Steer the development of content and improvement of training materials, selecting delivery methods that meet varied learning needs while aligning with business goals
- Identifying knowledge gaps and translating these into targeted learning opportunities for improved performance
- Acquire multiple product knowledge to enhance the ability to understand customer needs across different products and regions
- Stay current with innovative L&D practices and trends to identify potential areas for improvement and growth, maintaining our team's skill sets competitive and aligned with customer expectations
- Maintain detailed records of training timelines, methods and results.
- Monitor and analyse key metrics to evaluate training effectiveness, reporting insights to Management for informed decision-making
- Daily ad-hoc tasks. Additional job scopes and responsibilities are to be taken on with time, based on strength and performance (e.g. have a hand in formulating SOP changes with individual subject matter experts)
Requirements
- 1-3 years of relevant experience in training, customer service, or a related field.
- Proven experience facilitating training sessions or workshops, ideally in a customer service or retail environment.
- Hands-on experience in customer service operations or support roles, providing a solid understanding of the team's day-to-day responsibilities.
- A minimum of a Diploma or Associate's Degree in a relevant field, such as Communications, Education, Business, or Psychology.
- Proficiency with training tools or software (e.g., LMS systems, e-learning platforms, PowerPoint, Google Workspace).
- Basic familiarity with customer service software (such as CRM or ticketing systems) to effectively train team members on these tools.
- Understanding key customer service performance metrics, such as customer satisfaction, response time, and resolution rates, to evaluate training effectiveness.
- Ability to gather feedback from trainees, assess training impact and identify areas of continuous improvement.
Bonuses
- Industry-specific certifications in training and development (e.g., ATD, Train-the-Trainer)
