Customer Support Trainer

Advanced Marketers; Región Centro; Híbrido; MXN 279.000 - 391.000; Jornada completa

Descripción de la vacante

Advanced Marketers in Guadalajara (Andares) is seeking a hands‑on Training Lead who can onboard new hires across every department in Guadalajara and Los Angeles. You will not write strategy decks; you will onboard real people and get them productive fast.

You will build SOPs, call scripts, job aids and QA scorecards, run live training sessions, coach in real time and review calls. Must have 3+ years in BPO or agency training, fluent English, and be based in Guadalajara or able to work from

Formación

• 3+ years training or onboarding staff in a BPO, contact center, customer support or agency environment.
• You have personally taken a new hire from day one to working independently in two weeks or less.
• You have built training materials from scratch - not just delivered someone else’s deck.
• Strong written and spoken English.
• Located in Guadalajara, or able to reliably work from our Andares office three days per week.

Responsabilidades

• Own onboarding end to end for new hires across all departments, in Guadalajara and Los Angeles.
• Build the training materials yourself - SOPs, call scripts, job aids, checklists, QA scorecards.
• Run live training sessions, side‑by‑side coaching and call reviews.
• Teach growth specialists how to handle US client conversations: performance updates, objections, difficult news.
• Train call center reps on phone handling, tone, and turning an inbound call into a booked job.
• Measure whether the training actually worked, and fix it when it did not.
• Keep materials current as our processes and tools change.

Conocimientos

Training delivery

Onboarding design

Call center training

English communication

Descripción del empleo

We are a Google Premier Partner agency based in Orange County, California, ranked in the top 3% globally. We run paid advertising for home-services contractors across the United States - roofing, HVAC, plumbing and the trades. We recently opened our Guadalajara office in Andares and we are building the team here.

THE ROLE

We hire in waves and we need one person who owns training across every department: our growth specialists who speak with US business owners, our call center team who answer inbound calls for our clients' customers, and our creative, CRO and media buying teams.

This is a hands‑on training role for someone who came up in customer support, a BPO or a contact center. You will not be writing learning strategy decks. You will be onboarding real people and getting them productive fast.

WHAT YOU WILL DO

• Own onboarding end to end for new hires across all departments, in Guadalajara and Los Angeles.
• Build the training materials yourself - SOPs, call scripts, job aids, checklists, QA scorecards.
• Run live training sessions, side‑by‑side coaching and call reviews.
• Teach growth specialists how to handle US client conversations: performance updates, objections, difficult news.
• Train call center reps on phone handling, tone, and turning an inbound call into a booked job.
• Measure whether the training actually worked, and fix it when it did not.
• Keep materials current as our processes and tools change.

MUST‑HAVE REQUIREMENTS

• 3+ years training or onboarding staff in a BPO, contact center, customer support or agency environment.
• You have personally taken a new hire from day one to working independently in two weeks or less. This is a hard requirement, not a preference. If your onboarding programs run a month or a quarter, this role is not a fit.
• You have built training materials from scratch - not just delivered someone else's deck.
• Strong written and spoken English. You will be training people who talk to US clients every day, and you will work with our California office.
• Located in Guadalajara, or able to reliably work from our Andares office three days per week.

NICE TO HAVE

• Call center or BPO training at volume - onboarding waves of 15 or more people at a time.
• QA scorecards, call calibration, coaching to metrics.
• Experience training client‑facing or account management teams.
• Marketing or digital agency exposure.
• Bilingual delivery - training in both English and Spanish.

DETAILS

• Full‑time, hybrid: three days in our Guadalajara (Andares) office, two days remote.
• Compensation: 25,000 - 35,000 MXN per month, depending on experience.