Coffee Product Expert & Trainer | TP FAIRVIEW

Teleperformance; Philippines; On-site; PHP 300,000 - 600,000; Full time

Job summary

Teleperformance Philippines seeks a specialist who combines strong coffee knowledge with the ability to troubleshoot products, explain technical concepts clearly, and help others develop their skills.

The role centers on Tier 3 product knowledge escalation for the Global English Customer Care team, while delivering ongoing training, coaching and knowledge development to staff.

Qualifications

• Strong practical knowledge of espresso preparation.
• Experience using manual or semi-automatic espresso machines.
• Good understanding of grinders and how grind adjustment affects espresso extraction.
• Ability to dial in coffee and explain the reasoning behind adjustments.
• Understanding of extraction variables including grind, dose, time and yield.
• Strong troubleshooting and analytical skills.
• Ability to explain technical subjects clearly to people with different levels of experience.
• Confidence conducting training, demonstrations or coaching.
• Strong written and spoken English.
• Good organisational skills and the ability to work independently.
• Formal coffee qualifications welcome but not required.

Responsibilities

• Act as a senior product knowledge escalation point for Customer Care agents and team leaders.
• Investigate complex product, coffee preparation and troubleshooting questions that cannot be resolved through standard support processes.
• Help distinguish between product faults, setup issues, coffee-related variables and opportunities to improve the customer's technique.
• Maintain current knowledge as new products, accessories, features and troubleshooting processes are introduced.
• Provide direct support to consumers when required as part of the Tier 3 escalation process, speaking with them personally to resolve complex product or coffee-related questions, provide advanced troubleshooting and practical guidance.

Skills

Espresso knowledge

Manual espresso machines

Grinders understanding

Dialing in espresso

Extraction variables

Training coaching

English communication

Troubleshooting

Independent work

Tools

Breville grinders

Baratza grinders

Job description

This is a specialist role for someone who combines strong coffee knowledge with the ability to troubleshoot products, explain technical concepts clearly, and help others develop their skills.

We are particularly interested in candidates who already have practical experience with espresso preparation, manual espresso machines and grinders, whether gained through specialty coffee, barista work, coffee equipment retail or distribution, technical support, training, or a similar environment.

The role will become a Tier 3 product knowledge escalation point for the Global English Customer Care team, while also delivering ongoing product training, coaching and knowledge development.

What You’ll Do

Tier 3 Product Expertise

• Act as a senior product knowledge escalation point for Customer Care agents and team leaders
• Investigate complex product, coffee preparation and troubleshooting questions that cannot be resolved through standard support processes.

• Help distinguish between product faults, setup issues, coffee-related variables and opportunities to improve the customer's technique.
• Maintain current knowledge as new products, accessories, features and troubleshooting processes are introduced.
• * Provide direct support to consumers when required as part of the Tier 3 escalation process, speaking with them personally to resolve complex product or coffee-related questions, provide advanced troubleshooting and practical guidance,

Coffee & Espresso Expertise

A significant part of this role will be helping our teams understand why an espresso behaves the way it does, rather than simply following a troubleshooting script.

You should be comfortable explaining and demonstrating topics such as:

• Dialling in espresso across different manual espresso machines.
• Understanding the relationship between grind size, dose, extraction time, beverage yield and flavour.
• Adjusting recipes and grinder settings to improve extraction.
• Understanding brew ratios and their practical effect on espresso.
• Diagnosing under-extraction and over-extraction.
• Understanding the differences between machines using time-based and volumetric extraction and how this affects setup and troubleshooting.
• Helping customers achieve consistent results when changing coffee beans, roast profiles or grinder settings.
• Understanding the interaction between espresso machines and grinders, including Breville and Baratza grinders.
• Translating specialty coffee concepts into advice that is practical and understandable for everyday consumers.

Knowledge of milk texturing, alternative brewing methods, coffee freshness, water quality and other factors influencing coffee preparation would also be highly valued.

Training & Coaching

• Deliver practical, engaging product and coffee training to new and existing Customer Care employees.
• Conduct hands-on demonstrations using the brand's coffee machine
• Deliver training for new products before or during launch.
• Provide ongoing coaching to improve product knowledge and troubleshooting capability.
• Support new-hire training and nesting where deeper product expertise is required.
• Run refresher sessions based on recurring questions, emerging issues and identified knowledge gaps.

• Help agents build the confidence to explain coffee and espresso concepts naturally to consumers rather than relying only on scripted troubleshooting.

Knowledge & Content Development

• Help create and maintain product training materials, troubleshooting guides, FAQs and internal knowledge content.
• Identify opportunities for new troubleshooting videos, demonstrations and learning materials.
• Translate complex technical information into clear guidance that can be used by Customer Care teams.

• Actively participate in regular product knowledge and troubleshooting calibrations, identifying inconsistencies and knowledge gaps and helping ensure technical guidance remains accurate and consistently appliedSupport the development of assessments and other methods for measuring product knowledge and training effectiveness.

Continuous Improvement

• Review customer interactions and escalation trends to identify product knowledge gaps.
• Work with Quality, Training and Operations teams to understand where additional coaching is required.
• Monitor recurring technical or coffee-related questions and recommend improvements to training and support content.
• Help ensure product knowledge remains consistently high across the Global English Customer Care team.

What We’re Looking For

The right person may come from a variety of backgrounds.

You might currently work in:

• Specialty coffee
• A coffee equipment retailer or distributor
• A coffee machine showroom or branded store
• Barista training
• Coffee equipment training
• Technical product support
• Customer Care for coffee or kitchen appliances
• Coffee machine servicing or troubleshooting

More important than your current job title is your practical understanding of coffee and your ability to share that knowledge with others.

Ideally, You Will Have

• Strong practical knowledge of espresso preparation.
• Experience using manual or semi-automatic espresso machines.
• A good understanding of grinders and how grind adjustment affects espresso extraction.
• The ability to dial in coffee and explain the reasoning behind adjustments.
• An understanding of extraction variables including grind, dose, time and yield.
• An interest in specialty coffee and a desire to continue developing your knowledge.
• Strong troubleshooting and analytical skills.
• The ability to explain technical subjects clearly to people with different levels of experience.
• Confidence conducting training, demonstrations or coaching.
• Strong written and spoken English.
• Good organisational skills and the ability to work independently.

Formal coffee qualifications are welcome but are not required. Practical experience, strong coffee knowledge and the ability to teach others are equally important.