Customer Service Training Manager - Freelance, Remote

Department: Customer Success

Location: Philippines

Compensation: $7.00 / hour

• Check out Magic's Business Profile
• Know more about our Team via Magic's Careers Page

• Application + Pre-Qualifying Questions
• First Interview — communication skills, competencies assessment, and cultural fit (with Recruiting Team)
• 24-Hour Reflection Period — If we advance you, we'll ask you to take 24 hours to seriously consider the autonomy requirements, C-level client interaction expectations, and the building-from-zero nature of this role.
• Hiring Manager Interview & Skills Assessment Training Demo — build a training module from scratch, present to stakeholders, and demonstrate AI integration. Present training strategy and business acumen (with Customer Success Director)
• Final Interview — strategic thinking assessment and leadership alignment
• Background Check + Vetting
• Job Offer
  
  

• Your trainees consistently hit 70-80% readiness before going live — measured by actual performance metrics (CSAT, QA, FCR), not training completion rates
• Client executives seek your input on workforce optimization — they view you as a strategic advisor, not just a trainer
• You present quarterly business reviews to C-level stakeholders with confidence, translating training metrics into business outcomes (cost per contact reduction, retention impact, revenue implications)
• You proactively identify automation opportunities and implement AI-powered solutions without being asked — your training scales beyond live hours through technology
• Your training programs deliver measurable ROI — you can quantify exactly how your interventions improved client satisfaction, reduced handle time, or increased first-contact resolution
• When client requirements change mid-program, you pivot your entire training strategy within 48 hours and maintain quality throughout the transition
• You build comprehensive training ecosystems from zero in 30 days or less — no templates, no hand-holding, just diagnosis through execution
• Your stakeholder presentations are polished, concise, and executive-ready — the CEO can make strategic decisions based on your recommendations alone
• After a difficult conversation with a client executive or a training program that underperforms, you're back to full capacity within hours and iterating on solutions
  

• You need structured guidance, templates, or pre-built frameworks — this role requires building training programs from complete ambiguity with zero scaffolding
• You've only facilitated or delivered pre-built training — we need someone who has designed comprehensive training ecosystems from scratch multiple times
• You're uncomfortable presenting to executives or interviewing poorly — this role requires regular interaction with C-level stakeholders
• You're not tech-savvy or need convincing to use automation — this role requires proactively identifying and implementing AI/automation opportunities
• You need weekly check-ins or someone to set your priorities — this role operates with full autonomy
• You think in training metrics rather than business metrics — if you can't translate training to ROI, you won't succeed here
• You prefer stable, predictable environments with clear processes — you'll be navigating ambiguity and building in chaos
• You have less than 5 years of customer service experience or less than 5 years of training experience
• You have never managed B2B client relationships, or lack experience in presenting to decision-makers
• You take days to recover from critical feedback or difficult conversations
• You don't have a professional home office setup right now with high-speed internet (50+ Mbps), an HD webcam, and a quiet environment
  
  

• Design comprehensive training ecosystems from complete ambiguity
• Build training modules by taking the client's business objectives and transforming them into measurable training outcomes
• Immerse yourself in client accounts by shadowing current assistants and learning workflows
• Create QA scorecards and assessment tools that measure readiness
• Develop multi-modal training delivery systems, including live facilitation and simulation-based practice
• Develop ongoing upskilling programs and focus groups for continuous improvement

• Facilitate live training sessions for new hires, ensuring they reach 70-80% readiness before transitioning to client support
• Conduct call calibrations and coaching sessions with trainees to reinforce best practices
• Monitor trainee performance using metrics like CSAT, QA scores, AHT, and FCR — then adjust your approach
• Iterate and improve your training materials based on feedback from trainees, clients, and performance data

• Present training strategies and performance insights to C-level clients
• Lead quarterly business reviews, showcasing training ROI and strategic recommendations
• Consult on workforce optimization and scalability strategies
• Build and maintain executive-level credibility through polished presentations

• Proactively identify automation opportunities in training workflows
• Leverage AI tools to track trainee progress, check quality, and measure training effectiveness
• Integrate AI into training delivery to personalize learning paths
• Build automated reporting systems that surface insights without manual data compilation

• Collaborate closely with CSMs, Success Coaches, and Account Leads
• Coordinate with the Customer Success team to align training outcomes with client retention
• Partner with operations teams to ensure training programs ladder up to business objectives
  
  

• 2+ years in customer service or call center environments (BPO/outsourcing strongly preferred)
• 2+ years as a training strategist, instructional designer, or learning architect — must have built training programs from scratch multiple times
• 2+ years managing B2B client relationships — must have experience presenting to C-level stakeholders
• Demonstrated track record of measurable training impact on business outcomes
• Experience training both soft skills AND technical skills

• AI & automation expertise — proactive technology integrator
• Advanced CRM proficiency — HubSpot, Zendesk, Salesforce, or similar (1+ years)
• Expert understanding of CS metrics — CSAT, NPS, AHT, QA, FCR
• Strong data analysis and reporting skills
• Learning management systems (LMS) experience

• Exceptional communicator who commands credibility with C-level audiences
• Polished presentation skills for executive audiences
• Business acumen — speaks the language of ROI and strategic value
• Interviews exceptionally well — demonstrates executive presence
  

• Builder from Ambiguity
• Executive Presence
• Technology Innovator
• Strategic Thinker
• Player-Coach Energy
• Go-Getter Mentality
• Ownership Mindset
• Data-Driven Decision Maker
• Rapid Learner
• Emotional Resilience
• Polished Professional
  
  

• Do I have 5+ years of customer service experience AND 5+ years of training experience?
• Have I built comprehensive training programs from scratch multiple times?
• Am I genuinely comfortable presenting to C-level executives regularly, and do I interview exceptionally well?
• Do I proactively seek out and implement AI/automation solutions?
• Can I operate with full autonomy and set my own priorities?
• Do I think in business outcomes rather than training metrics?
• Can I maintain high energy across 15-20 hours of live training delivery per week while also building a strategy?
• Am I available for flexible scheduling, including evening or early morning sessions?
• Can I reset quickly after critical feedback?
• Do I have a professional home office setup right now with high-speed internet?

• Compensation: $7.00/hour as an independent contractor
• Contract Structure: Freelance contractor via Deel
• Work Arrangement: 100% remote with full scheduling flexibility

• Training Strategist (0–6 months): Build first training programs, establish executive credibility
• Senior Training Strategist (6–18 months): Manage multiple client accounts, mentor junior trainers
• Lead Training Strategist (18–36 months): Own training strategy for the entire CS vertical
• Training Operations Manager (3+ years): Oversee training team, set company-wide standards