At arenaflex, we're on a mission to revolutionize the way we approach customer service training. As a quickly growing startup, we value your skills, voice, and happiness. Our team consists of developers, designers, engineers, accountants, CPAs, project managers, and creatives worldwide. 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.
**About arenaflex**
arenaflex is a San Francisco-based tech startup with a presence in LATAM. We're passionate about growing together and creating a world-class team that's dedicated to delivering exceptional customer experiences. Our fast-paced environment is continuously evolving, and we're looking for someone with a collaborative, positive, proactive attitude, and strong communication skills to join our team.
**Role Description**
We're seeking an Experienced Customer Service Trainer to join our team. As a Customer Service Trainer, you'll 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 Development**
+ Monitor 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**
+ 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.
**What We Offer**
* A dynamic and fast-paced work environment with opportunities for growth and development.
* A competitive salary and benefits package.
* A comprehensive training program to help you succeed in your role.
* A collaborative and supportive team environment.
* Opportunities for professional development and career advancement.
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a collaborative, positive, proactive attitude, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for this role. We can't wait to hear from you!
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