Customer Support Trainer

As a Customer Support Trainer at LeoVegas, you will play a key role in onboarding and preparing new hires to excel in customer service. Your primary responsibility will be to develop, implement, and deliver comprehensive training specifically designed for new and current team members. You will ensure they gain the skills and knowledge needed to effectively handle customer inquiries, resolve issues, and maintain high customer satisfaction. By providing engaging and thorough training, you'll help new hires seamlessly integrate into the team and uphold our company’s service standards and best practices. You will be responsible for organizing and coordinating training workshops, onboarding and refreshers, maintaining and updating the training plan and sessions, assisting QA in conducting internal reviews of the quality of agents interactions, delivering material confidently to large groups, overseeing the smooth integration of new starters, creating training materials that align with the company’s goals, monitoring and assessing the effectiveness of training programs, and working closely with team leaders to identify areas for additional training. Additionally, you may need to answer customer inquiries via phone and live chat if there is a business need.

Strong understanding of iGaming products, proven experience in customer support roles, demonstrated ability to train and mentor support teams, excellent verbal and written communication in English, strong time management and organizational skills, ability to identify common customer challenges, strong data analysis skills, adaptability in a fast-paced environment, proficiency with Google Slides is a plus.