Customer Support Trainer

Job Description:

About Us

At Merkle we are revolutionizing international trade by providing SMEs with a seamless intuitive platform that simplifies their journey. Our Customer Support team plays a crucial role in this mission ensuring that every user experience is smooth efficient and valuable. To support our growing team and user base we are looking for a Customer Support Trainer who will not only lead training initiatives but also contribute to maintaining and improving the knowledge base onboarding processes and overall team development.

Your Role

As a Customer Support Trainer you will be responsible for equipping our support team with the skills knowledge and tools they need to provide an outstanding customer experience. This role blends training content creation and handson support to ensure the team is aligned with our product processes and service vision.

As we are at early stages of the project this role offers the opportunity to contribute shaping a new team and a new best in class support. Moreover it would require a flexibility at the beginning to handle both roles of Customer Support Specialist and Trainer and evolving as a full time trainer in the future as the team grows.

As a temporary Customer Support Specialist you will be the first point of contact for our users assisting them through various channels (email chat phone) and ensuring their inquiries are handled efficiently and professionally. You will also contribute to onboarding efforts by guiding new users and helping them integrate the platform into their daily operations as well as supporting customer success initiatives to maximize user satisfaction and engagement.

Key Responsibilities

Training & Development:

Design and deliver engaging onboarding programs for new hires

Provide continuous learning sessions to enhance the skills of existing agents.

Develop specialized training for product updates process improvements and customer engagement best practices

Knowledge Management:

Maintain and improve internal and external knowledge bases

Ensure training materials are up to date accessible and aligned with company goals

Collaborate with internal teams to document and streamline processes for efficiency

Quality & Performance Support:

Conduct coaching sessions and feedback reviews to enhance agent performance

Identify skill gaps and develop targeted training interventions

Work closely with the quality assurance team to align training with real user interactions

Collaboration & Continuous Improvement:

Act as a bridge between Customer Support Product and Operations teams to ensure alignment

Gather insights from customer interactions to refine training strategies and improve customer experience

Stay updated on industry best practices and implement innovative training approaches

Customer Support

Assist users with inquiries related to our platform products and services via chat email and phone

Take ownership of customer issues ensuring they are resolved effectively and keeping users updated throughout the process

Guide new users through onboarding helping them understand the platforms features and best practices

Proactively support customer success initiatives identifying opportunities to help users get the most value from the platform

Ensure a seamless experience by providing clear concise and solutionoriented responses

Collaborate with internal teams (Product Operations Customer Success Knowledge Base) to escalate complex cases and share valuable user insights

Contribute to process improvements helping refine onboarding customer support workflows and best practices

Participate in knowledgesharing initiatives ensuring the team stays up to date on product updates and industry best practices

What Were Looking For

Proven experience in customer support and training (minimum 5 years)

Positive mindset and flexibility to perform different tasks necessary to develop the customer support

Strong communication and coaching skills with the ability to engage diverse audiences

Ability to create training materials (presentations guides video tutorials etc..

Experience working in a fastpaced dynamic environment

A proactive solutionoriented mindset with a passion for improving customer experience

A few of the benefits

Whether its the joy of working with people at the top of their game or the Merkle social calendar people love working here and we hope you will too

• Attractive and great compensation package

• Flexible work schedule

• Spanish/English lessons

• Free life and health insurance

• Career development through Dentsu University and LinkedIn Learning

• Day off on your birthday

• Annual wellness days

• Merkle Care Employee Assistance Program

• Merkle Benefits Club

• 2 volunteering days per annum

• Flexible salary remuneration scheme

About dentsu

Taking a peoplecentered approach to business transformation we use insights to connect brand content commerce and experience underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo Japan and our 65000 employeebase of dedicated professionals work across four regions (Japan Americas EMEA and APAC). Dentsu combines Japanese innovation with a diverse global perspective to drive client growth and to shape society.

Diversity equity and inclusion sits at the heart of our Social Impact strategy our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society where everyone is equipped to thrive.

If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process please discuss this with our recruitment teams.

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