CX Trainer

Position Overview

• Location Type: Remote
• Employment Type: Full-Time
• Salary: Not provided

Addi is a leading financial platform building the future of payments, shopping, and banking. We serve over 2 million customers and partner with more than 20,000 merchants in Colombia, making us the country’s fastest-growing marketplace. We provide banking solutions and commerce services using state-of-the-art technology, bridging the financial gap for millions and redefining how people experience financial freedom. We have achieved profitability and secured regulatory approval to operate as a bank, unlocking greater opportunities for our customers. We are backed by world-class investors including Andreessen Horowitz, Architect Capital, GIC, Goldman Sachs, Greycroft, Monashees, Notable Capital, Quona Capital, Union Square Ventures, Victory Park Capital, and more.

About the Role

Empower Addi’s Operations team with the knowledge and skills necessary to consistently deliver exceptional customer experiences and achieve operational excellence, directly contributing to improved performance metrics and customer satisfaction. This will be achieved through the design, delivery, and continuous improvement of impactful training programs aligned with evolving business needs.

What You Will Do

• Significantly improve agent performance metrics by increasing the average Customer Satisfaction Score (CSAT) of agents who complete training programs led by this role. This will be achieved through focused training on active listening and empathetic communication skills.
• Enhance the effectiveness of our training initiatives by achieving high average satisfaction scores across all delivered programs, based on feedback from participating agents.
• Develop comprehensive and high-quality training materials by designing and implementing new or significantly revised modules covering key areas such as onboarding, product knowledge, and specific processes. These modules will be rated as highly effective by our agents.
• Increase knowledge retention and application by demonstrating a measurable improvement in average scores on post-training knowledge assessments, ensuring that learned skills are effectively applied in daily interactions.
• Drive a culture of continuous improvement.

Requirements

• Not provided in the description

Responsibilities

• Design, deliver, and continuously improve impactful training programs.
• Develop comprehensive and high-quality training materials.
• Increase agent knowledge retention and application.
• Contribute to improved performance metrics and customer satisfaction.

Application Instructions

• Not provided in the description