Customer Support Trainer

CoreStar is a dynamic technology company supporting partners in the fintech and iGaming industries with scalable, high-performance solutions.

Our expert teams bring a startup-driven mindset, focusing on innovation, collaboration, and efficiency in every project.

At CoreStar, you'll have the opportunity to grow your skills, tackle exciting challenges, and directly contribute to impactful products.

Project

We are seeking an experienced Customer Support Trainer to deliver high-quality training programs for our multilingual support team. This role focuses on onboarding new agents and providing ongoing coaching to ensure our team maintains exceptional service standards in the iGaming industry.

Key Responsibilities:

Training Delivery

• Conduct comprehensive onboarding training for new customer support agents
• Deliver ongoing training sessions to address skill gaps and improve team performance
• Facilitate group training sessions and one-on-one coaching as needed
• Adapt training delivery methods to accommodate different learning styles and experience levels

Content Development & Management

• Update and maintain existing training materials, manuals, and documentation
• Ensure training content reflects current processes, policies, and iGaming compliance requirements
• Develop practical exercises, role-play scenarios, and assessment tools
• Keep training materials aligned with product updates and policy changes

Performance Support

• Work closely with QA team to identify training needs based on quality assessments
• Provide refresher training and targeted coaching based on performance gaps
• Support shift leaders in developing their team members
• Monitor trainee progress and provide feedback to management

Compliance & Industry Knowledge

• Ensure all agents are trained on responsible gaming policies, AML regulations, and licensing requirements
• Keep updated on iGaming industry changes and regulatory requirements
• Integrate compliance training into all onboarding and ongoing development programs

Collaboration & Reporting

• Partner with QA specialists and shift leaders to maintain service quality standards
• Track training completion rates and effectiveness metrics
• Provide regular reports on training activities and outcomes
• Participate in departmental meetings and contribute to process improvements

Requirements:

• Minimum 2 years of experience as a trainer in customer support or contact center environment
• Specific experience in customer service training (CS-focused training background required)
• Strong knowledge of iGaming industry regulations and compliance requirements
• Fluent in English (written and spoken)
• Experience training multilingual teams
• Proven ability to create engaging and effective training sessions
• Excellent presentation and facilitation skills

Preferred Qualifications

• Previous experience in the iGaming or gambling industry
• Experience with Zendesk or similar support platforms
• Background in instructional design or adult learning principles
• Familiarity with remote training tools and virtual facilitation

Key Competencies

• Exceptional communication and presentation skills
• Patience and adaptability in training diverse groups
• Strong organizational and time management abilities
• Ability to simplify complex information
• Empathy and emotional intelligence
• Self-motivated and able to work independently in remote settings
• Cultural awareness when working with multilingual teams

Benefits:

• 24 working days of paid annual leave
• 6 days of paid sick leave
• Official employment
• Medical insurance
• Coffee zone with fruit & snacks available in the office
• Corporate Lunch provided by the company
• Gym and sports classes
• Healthy and friendly work atmosphere