Description:
We are looking for an experienced and dynamic Live Chat Support Trainer to join our Fintech team. The ideal candidate will be responsible for training and developing our live chat support representatives to ensure exceptional client interaction, product knowledge, and service quality.
This role requires someone with strong communication skills, a solid understanding of Fintech products and services, and prior experience in training customer support teams—particularly in live chat or online communication environments.
Key Responsibilities:
- Design, develop, and deliver training programs for Live Chat Support teams focused on Forex products, client communication, and service excellence.
- Conduct onboarding sessions for new hires and refresher trainings for existing team members.
- Monitor chat transcripts and performance reports to identify skill gaps and training needs.
- Create training materials, SOPs, and guidelines aligned with company policies and Forex compliance standards.
- Work closely with QA and Support Managers to improve customer satisfaction scores and reduce response time.
- Provide coaching and feedback to team members to enhance product knowledge, grammar, and client handling skills.
- Stay up-to-date with Forex market trends and ensure the support team maintains product accuracy and professionalism.
- Collaborate with the HR and Operations team to evaluate training effectiveness and employee development progress.
Requirements:
- Bachelor’s degree in Business, Finance, Communication, or a related field.
- 2–4 years of experience in a training role within Fintech /Forex / Financial Services / BPO industries.
- Proven experience in training live chat or customer support teams.
- Strong understanding of Forex trading platforms, basic terminology, and client behavior.
- Excellent English communication (written & verbal).
- Strong analytical and presentation skills.
- Ability to work in a fast-paced, target-driven environment.
- Familiarity with CRM and chat management tools (e.g., Zendesk, Intercom, or Freshdesk) is a plus.