Postúlate en Kit Empleo: kitempleo.com.mx/empleo/56vtot

Description

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At UL, customers are core, and as a result, all responsibilities will center around improving the customer experience. In the role of Senior Customer Service Coach & Trainer, you will be responsible for providing guidance to Customer Service agents, helping improve agent performance, and enhancing customer experience quality. You will spend time one-on-one with agents or in group sessions, offering guidance, feedback, examples, and best practices across multiple products. This position reports to the Customer Service Supervisor.

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Responsibilities

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• Leadership and Training:

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- Provide guidance and support to agents via Teams channels, assisting them with queries for effective and efficient customer resolution
- Liaise with team leaders and managers to conduct on-the-job coaching and training
- Deliver ad-hoc and structured training sessions to new and existing staff to further develop and improve performance
- Design, build, and maintain training curricula, including onboarding, refresher, and advanced learning paths aligned to business needs
- Leverage a Learning Management System (LMS) to assign, track, update, and report on training completion and effectiveness
- Monitor customer interactions, provide constructive feedback, and identify areas of strength and improvement
- Identify trends with customer queries or issues and suggest process and training improvements
- Keep up to date with product deliverables, best practices, and industry trends to ensure training materials and curriculum remain relevant and effective

• Collaboration:n





- Collaborate with other team members to provide insight and guidance
- Collaborate with other departments such as accounting, legal, marketing, and sales to ensure timely customer resolution
- Partner with leadership and stakeholders to align training programs with operational goals and performance metrics
- Assist new and existing team members, providing feedback where necessary
- Participate in brainstorming sessions and contribute creative ideas for training innovation and service improvement

• Other Responsibilities:n

- Perform additional duties as needed
- Meet personal and team performance targets
- Develop ideas for improved employee engagement, enhanced agent efficiency, and positive customer experiences

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Qualifications

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- Professional‑level English proficiency (spoken and written).
- Bachelor’s degree or equivalent experience, with 5+ years of professional experience.
- Minimum 4 years of experience in software help desk, customer care, training, onboarding, curriculum development, and/or leadership roles.
- Hands-on experience with Learning Management Systems (LMS) to manage, deliver, and track training programs.
- Proven ability to design, build, and maintain training curricula, including documentation, learning paths,



and performance‑based training materials.
- Strong communication and presentation skills, comfortable speaking in group settings and one‑on‑one.
- Familiarity with contact center operations and industry best practices.
- Genuine passion for teaching, coaching, and developing others.
- Experience working with external and general agents or customers.
- Exceptional customer focus, strong relationship‑building skills, and a proactive, “do‑whatever‑it‑takes” attitude.
- Ability to quickly learn new technologies and maintain high performance in a fast‑paced, high‑pressure environment.
- Naturally curious, motivated, and eager to learn.
- Adaptable and change‑oriented, actively contributing ideas for improvement and embracing continuous change.

PREFERRED SKILLS:n

- Previous experience working in a global team with a distributed workforce
- Experience measuring training effectiveness through metrics, feedback, or performance outcomes
- Industry knowledge in Product and Chemical Compliance, Health, Learning, Life Sciences, Sustainability, and/or Renewables is a plusn

What you’ll experience working for ULS

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UL Solutions has been pioneering change since 1894 and we’re still leading the way. From day one, we’ve blazed a trail protecting the planet and everyone on it. Our teams have influenced billions of products, plus services, software offerings and more. We break things, burn things and blow things up. All in the name of safety science.

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That’s where you come in — because none of it

Postúlate en Kit Empleo: kitempleo.com.mx/empleo/56vtot

📌 Customer Experience Training & Performance Coach (México)
🏢 UL Solutions
📍 México