Technical Trainer

Newfold Digital; Cebu City; On-site; PHP 400,000 - 700,000; Full time

Benefits offered by this job

Work-life balance

HMO benefits - 200k MBL with two free

Punctuality Bonus

Generous vacation policy

Job summary

Bluehost is seeking a Learning & Development trainer to design, deliver, and measure onboarding, upskilling, and refresher training across customer support teams in Cebu City. The role focuses on improving product knowledge, communication, and soft skills through data-driven Training Needs Analysis and interactive sessions.

You will develop materials, run simulations, coach agents, and collaborate with Operations, QA, and Leadership to align trainings with business goals.

Qualifications

• At least 2 years in Learning & Development, Training, Facilitation, Coaching, or related role.
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Responsibilities

• Design, plan, organize and deliver onboarding, upskilling, and refresher training.
• Conduct Training Needs Analysis using data, observations, and stakeholder input.
• Develop and facilitate role-playing activities and practice sessions.
• Train employees on billing processes, tools, and systems.
• Provide coaching to help agents reach optimal performance.
• Assess strengths and customize training interventions.
• Create and maintain learning materials and job aids.
• Conduct refresher sessions for tenured agents.
• Measure training effectiveness and adjust as needed.
• Collaborate with Operations, QA, Leadership to align initiatives.
• Participate in calibrations for consistent scoring and feedback.
• Handle supervisory or escalated calls when required.
• Escalate complex cases to appropriate department.
• Own programs end-to-end from analysis to follow-up.
• Document observations and outcomes.
• Support ad hoc training-related projects.
• Demonstrate adaptability to changes in processes or tools.
• Mentor junior trainers or support onboarding.

Skills

Learning & Development

Facilitation

Coaching

Presentation skills

Verbal communication

Written communication

Analytical skills

Organizational skills

Team management

Mentoring

Tools

MS Office

Job description

Who we are.

At Bluehost, we believe all small businesses deserve the opportunity to succeed online. Our mission is to give small businesses the confidence to think big. We're the all-in-one platform for small businesses to grow online with powerful simplicity, premium performance, smart tools and human support.

What you’ll do & how you’ll make your mark

• Designs, plans, organizes, and delivers orientation, upskilling, and refresher training programs to strengthen agents’ product knowledge, communication, interpersonal, and soft skills
• Conducts Training Needs Analysis (TNA) using data, call observations, and stakeholder input toidentifyperformance gaps and recommendappropriate solutions
• Develops andfacilitatesrole-playing activities, simulations, and practice sessions that help learnersidentifygaps and apply corrective actions
• Trains employees on billing processes, tools, and systemsrequiredfor their roles
• Performs targeted troubleshooting and coaching support to help agents reachoptimalperformance
• Assesses individual and team strengths and opportunities, customizing training interventions as needed
• Creates, updates, andmaintainslearning materials, job aids, and reference guides to ensure accuracy and relevance
• Conducts refresher and reinforcement sessions for tenured agents to support long-term performance improvement
• Measures training effectiveness through post-training performance trends and recommends adjustments when needed
• Partners with Operations, QA, and Leadership to align training initiatives with business goals and performance expectations
• Participates actively in calibrations to ensure consistent scoring, feedback, and alignment across teams
• Handles supervisory or escalated calls whenrequired, after frontline agents have exhausted available resources
• Escalates unresolved or complex cases to theappropriate departmentina timelyand effective manner
• Owns assigned training programs end-to-end, from analysis and delivery to documentation and follow-up
• Documents training observations, outcomes, and action items clearly and consistently
• Performs ad hoc projects and supports training-related initiatives as business needs arise
• Demonstrates adaptability by continuously improving training approaches based on feedback, results, and changes in processes or tools
• Shows potential to mentor junior trainers or support onboarding of new training team members

Who you are & whatyou’llneed to succeed.

• Must have at least 2 years of experience in Learning & Development, Training, Facilitation, Coaching, or a related role.
• Must have at least 4 years of experience in customer-facing roles within the web hosting industry (e.g., Technical Support, Customer Support, Billing, Sales, Retention, or similar functions), with strong knowledge of domains, DNS, websites, email hosting, WordPress, SSL certificates, and related products and services.
• Must have strong knowledge in MS Office applications (MS Word, Excel, PowerPoint, Visio)
• Must have knowledge in Training Needs Analysis, Gap Analysis, Performance Development, planning and other training-related strategies
• Must have excellent presentation skills and ability to relate and get the best out of people
• Must have excellent verbal and written communication skills
• Must have high comprehension and great analytical skills
• Must have strong organizational and team managementskill
• Must have good interpersonal skills
• Must have the ability to develop modules,infodocsand handouts
• Must have the ability to train, mentor, motivate, and coach people

Whyyou’llloveus.

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.
• We celebrate one another’s differences.We’reproud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together onimportant issuesand provide learning and development opportunities for all employees.We have 20 + affinity groups where you can network and connect withNewfoldersglobally.
• We care about you.We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 200k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!
• Where can we take you? We’refans of helping our employees learndifferent aspectsof the business,bechallenged with new tasks,bementored, andgrowtheir careers. Unfold new possibilities with Bluehost #OTOD!

#Bluehost #LI-DB1

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.