Customer Service Trainer

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.aiWe’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 & FacilitationDesign, 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 DevelopmentCollaborate 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 & FeedbackDevelop 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 DevelopmentHelp 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 skillsCustomer 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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