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Customer Service Trainer

Work from home Full-time role Hiring

Proper is a quickly growing startup that values your skills, voice, and happiness.

We’re a team of developers, designers, engineers, accountants, CPAs, project managers, and creatives worldwide. But 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.Read more about what we do at Proper.ai

We’re seeking a Customer Service Trainer to join our team.

Proper is seeking a Customer Service Trainer who will not only facilitate training but will also monitor performance, iterate on methodologies, and ensure that the team consistently delivers a world-class customer experience.We’re looking for someone with a collaborative, positive, proactive attitude, and strong communication skills, who are excited to be working in a fast-paced environment that’s continuously evolving.If that sounds like you and you’re excited by the idea of joining a world-class team that’s passionate about growing together, we look forward to hearing from you!Proper is a San Francisco-based tech startup. This full-time position would be based in LATAM.

Role Description

  • The Customer Service Trainer will 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

  • 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 DevelopmentMonitor 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

  • 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 (e.g.: leadership, organizational skills, etc.)
  • 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.
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