Customer Service Trainer (Bilingual)

Llamapixel is a rapidly growing customer support company specializing in iGaming. We operate in dynamic digital environments where speed, accuracy, and empathy are essential.

Our new Support Center for Latin America, in Lima, offers 24/7 customer support via chat and email to Spanish-speaking gamers in over 10 Latin American countries. We combine robust processes with intelligent technology to deliver consistent, high-quality experiences to our customers.

We work in an international environment, driven by modern tools such as Zendesk Omnichannel+QA+WFM, Google Workspace, Microsoft Workspace, advanced AI tools for internal support, and collaborative communication platforms.

At Llamapixel, we act quickly, think globally, and build teams that grow together.

Here are a few reasons to apply:

• Real and Measurable Impact: Your contribution will have a direct impact on the efficiency of Customer Service operations and the satisfaction of our users, with a focus on results that can be optimised and celebrated.
• Exponential Professional Growth: Integrate into a rapidly growing brand, with dynamic leadership that constantly pushes boundaries, providing an environment conducive to unleashing your true potential and advancing your career.
• Culture of Innovation: Be part of a dynamic environment that encourages experimentation and the application of new technologies and approaches to optimise results and spark imagination.
• Recognition: In addition to a competitive package, we offer performance-based bonuses and recognition programmes that value excellence.

As a Customer Service Trainer (Bilingual) at our company, you would be responsible for:

• Develop and deliver initial training programmes covering tools, policies, workflows, CX standards, and compliance for chat/email support.
• Conduct refresher and continuous improvement training based on performance insights, QA trends, and product updates.
• Create engaging training materials (decks, facilitator guides, simulations, knowledge articles, microlearning).
• Evaluate training effectiveness using pre/post assessments, on-the-job KPIs, and participant feedback; iterate content accordingly.
• Collaborate with Quality and Operations to prioritize gaps, align standards, and embed learn-by-doing (role plays, labs, nesting).
• Stay updated on best practices and company products/services; maintain the training catalog, curriculum maps, and version control.
• Motivate and inspire participants, fostering a growth mindset and a culture of continuous improvement.

Qualifications & Skills

• Languages: Spanish: Native; English: Advanced/Fluent (required).
• 2+ years in training/facilitation for contact centers (BPO or in-house), ideally in chat/email environments.
• Instructional design skills with experience building practical simulations and job aids.
• Strong classroom management and coaching skills; ability to influence without authority.
• Tooling: LMS/LXP, presentation/authoring tools, screen recording/simulation tools; Zendesk familiarity.
• Data-driven mindsetcapable of linking learning objectives to operational outcomes.

If you are passionate about delivering exceptional customer experiences, thrive on challenges in an innovative environment, and are ready to make a significant impact within a leading iGaming brand, this is the ideal opportunity for you.