Customer Service Trainer

Salmon Group, Inc.; Philippines; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Relocation support

New office in Manila

Remote and hybrid work options

Medical insurance

Job summary

Salmon Group, Inc. is seeking a Customer Service Trainer to build our CS learning and development function from the ground up. You will design competency frameworks, develop assessment tracks, and pilot programs to raise response speed and quality across the team.

The role requires proven experience in end-to-end training design, collaboration with e-learning teams, and a strong business-partner mindset to influence stakeholders at all levels.

Qualifications

• Proven experience in end-to-end training design and delivery (needs assessment through to engaging sessions).
• Track record of building training programmes from scratch, ideally in customer service or operations.
• Strong analytical skills to track participation and measure effectiveness.

Responsibilities

• Partner with our Methodologist and Quality team to design an agent competency framework, a regular assessment system, and individual development tracks.
• Build a dedicated training and assessment programme for team leads.
• Run pilots across both tracks and measure their real impact on speed and quality metrics.
• Assess learning needs and design targeted training aligned with business goals, deliver engaging sessions, and continuously improve them based on feedback and business results.
• Collaborate with instructional designers and e-learning teams to convert training into digital formats, keep materials current, and create scalable content for long-term capability building.
• Track training participation and outcomes, analyze performance and effectiveness, and refine content and delivery based on data.
• Act as a trusted advisor to business leaders — identifying training priorities and recommending strategies that support performance and growth.

Skills

Training design

Facilitation

Analytical skills

Job description

Customer Service Trainer

Company : Salmon Group, Inc. Job Type : Full Time Philippines

Job Description - Customer Service Trainer

Salmon is a next-generation fintech company with a clear mission: to reshape the banking landscape in the Philippines and demonstrate that people deserve better financial services.

Founded by visionary leaders Pavel Fedorov, George Chesakov, and Raffy Montemayor, Salmon is more than just a fast-growing technology company – we're a bank with over 60 years of heritage. In 2024, we proudly transformed the Rural Bank of Sta. Rosa (Laguna), Inc. into Salmon Bank (Rural Bank) Inc.

With over 1 million Filipinos already trusting Salmon, we are continuously expanding our offerings and aiming to become a true financial super app for millions more.

Why Salmon?

• Exponential Growth: In 2025, we more than doubled our deposits, loans, and net income.

• Loved by Users: Our app is rated 4.8, with 92% of users recommending us to friends and family.

• Top-Tier Team: Work alongside experts from fintech, banking, startups, and global companies.

• Innovation: We are at the intersection of finance and technology, shaping the future with bold ideas every day.

We're Hiring: Customer Service Trainer

Our Customer Service team is growing fast, and we're raising the bar on how we develop our people. Right now, there's no shared standard for what "great" looks like, no consistent way to assess skill gaps, and no structured path for agent development. That's where you come in. We're bringing on a Trainer to build our CS learning and development function from the ground up — and directly move the needle on response speed and quality.

Your Future Tasks:

• Partner with our Methodologist and Quality team to design an agent competency framework, a regular assessment system, and individual development tracks.
• Build a dedicated training and assessment programme for team leads.
• Run pilots across both tracks and measure their real impact on speed and quality metrics.
• Assess learning needs and design targeted training aligned with business goals, deliver engaging sessions, and continuously improve them based on feedback and business results.
• Collaborate with instructional designers and e-learning teams to convert training into digital formats, keep materials current, and create scalable content for long-term capability building.
• Track training participation and outcomes, analyze performance and effectiveness, and refine content and delivery based on data.
• Act as a trusted advisor to business leaders — identifying training priorities and recommending strategies that support performance and growth.

What Success Looks Like:

• First 3 months: competency framework signed off, first agent assessments completed, and individual development tracks launched for a pilot group.
• 6–9 months: first full training cycle complete, measurable impact on speed and quality, and the team lead programme piloted and evaluated.

What We Expect:

• Proven experience in end-to-end training design and delivery — from needs assessment through to engaging, results-driven sessions.
• A track record of building training programmes from scratch, ideally in a customer service, contact center, or operations environment.
• Experience collaborating with instructional designers and e-learning teams to produce scalable, digital-first content.
• Strong analytical skills — comfortable tracking participation, measuring effectiveness, and using data to improve.
• A genuine business-partnership mindset, with the ability to influence and advise stakeholders at all levels.
• Excellent communication and facilitation skills.

Why It's Great to Work with Us:

• We create modern banking services for millions of Filipinos.
• We implement cutting-edge solutions based on world-class practices and AI technologies.
• We are a licensed neobank, with ambitions to become a unicorn in Southeast Asia.
• Backed by over $200MM in funding from investors such as ADQ, the World Bank Group, and more.
• We offer an environment where you can launch new products in 3-4 months and expand into new markets globally.

What We Offer:

• Work with a passionate international team.
• Rapid professional growth – We reward merit and offer opportunities for international advancement.
• Performance-based rewards and long-term success at Salmon.
• Relocation support for eligible candidates.
• New office in Manila, Philippines.
• Remote and hybrid work options.
• Medical insurance and health & wellness benefits.
• A variety of events and activities, both online and in person.