Customer Service Trainer

Skyro is a rapidly expanding fintech company serving thousands of customers in the Philippines through our lending business. Our mission is to evolve into a full-fledged financial ecosystem, delivering cutting-edge solutions that make financial services more accessible, efficient, and secure for everyone

About the Role

We are looking for a Trainer who will be responsible for onboarding, refresher training, knowledge development, and training content for both Customer Care agents and Sales/POS agents.

This role combines training delivery, knowledge management, quality support, and process improvement. You will work closely with frontline teams to make sure employees and agents clearly understand products, processes, customer communication standards, and operational requirements.

A key part of the role will also be identifying recurring knowledge gaps, unclear processes, and communication issues and turning them into practical training solutions.

What You Will Do:

Customer Care track

• Deliver onboarding and refresher training for Customer Care agents
• Maintain and localize the Customer Care knowledge base, macros, scripts, and communication guidelines
• Work with QA findings and help translate recurring quality issues into training content
• Support calibration activities and help improve consistency in customer communication

Sales / POS track

• Deliver onboarding and refresher training for Sales and POS agents
• Develop and maintain training materials on products, commission structures, KYC and onboarding flows, and field processes
• Train agents on customer interaction, sales processes, compliance, and operational standards
• Identify recurring questions, misunderstandings, and process gaps reported by field teams
• Turn these issues into training, communication improvements, or process recommendations

Across both areas

• Identify unclear policies, process gaps, and communication issues
• Monitor recurring customer and agent confusion
• Highlight quality risks and complaint trends
• Adapt training materials and communication for the Bangladesh market
• Work with internal stakeholders to continuously improve training effectiveness and knowledge quality

What We’re Looking For

• 4+ years of experience in training, learning & development, knowledge management, content design, or support enablement
• Experience training customer support / call center teams and/or sales, field, merchant, or POS agents
• Experience working with different training audiences is a strong advantage
• Experience with QA scorecards, calibration, quality reporting, or training needs analysis
• Strong experience creating and updating training materials, SOPs, presentations, guidelines, or knowledge base content
• Strong writing, editing, and simplification skills
• Ability to explain complex processes in a clear and practical way
• Fluent Bangla is required
• Strong written and spoken English
• Ability to localize training and communication for the Bangladesh market
• Experience in FinTech, lending, digital payments, banking, merchant networks, or agent networks is highly preferred

What happens after you apply?

We review applications on a rolling basis and aim to get back within 2–3 business days. If there’s a fit, we’ll reach out. If you don’t hear from us within 2–3 weeks – consider it a pass. Thanks for taking the time – we appreciate your interest. 🚀