Customer Support _ Trainer

With us, you’ll learn fast, work smart, and make a difference. You'll build a career that matters.

Ready to shape the future of work? At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large‑scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast‑moving, tech‑driven environment, love solving real‑world problems, and want to be part of a team that’s shaping the future, this is your moment. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting‑edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.comand on LinkedIn, X, YouTube, and Facebook.

Inviting applications for the role of Customer Support Trainer – Manager – English – Onsite Lisbon

Responsibilities

- Manage overall training requirements, ensure sufficient training resources are available to roll out required new hire induction and program training.

- Flag resource constraints timely to allow alignment of training plans with training resource capacity.

- Ensure continuous improvement of Service Provider and program training materials and overall curriculum in close collaboration with training and outsourcing team.

- Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Service Provider and the team.

- Provide thought leadership to training and policy teams re process/curriculum and content improvement opportunities.

- Develop materials according to process standards.

- Collaborates with quality team on learning opportunities derived from quality audit, call calibration and client feedback.

- Evaluate and revisit training materials to ensure relevance and content is up to date.

- Create process knowledge test, track and monitor learning improvements.

- Deploy process changes, updates, and workflow improvements.

- Provide oversight on content revisions, given feedback from subject matter experts.

- Provides classroom training, fulfill refresher trainings, and upskilling.

- Ensures training performance are tracked and delivered based on requirements.

- Monitor course assessments and manage employees during in process training.

Minimum Qualifications

- Bachelor’s degree in business, Education, Finance, Computer Science, or a related field.

- Vast experience in training development and delivery, and fintech industry.

- Proven expertise in designing and delivering engaging training programs for diverse audiences.

- Excellent verbal, written, and presentation skills, with the ability to simplify complex technical concepts for a non-technical audience.

- Strong interpersonal skills and the ability to build rapport with trainees.

- Proficiency in using e-learning platforms, presentation software, and other training tools.

- Demonstrated ability to assess training needs and measure the effectiveness of training programs.

- Highly organized, detail-oriented, and able to manage multiple projects simultaneously.

- Ability to adapt training methods to suit different learning styles and technical proficiencies.

- Minimum B2 English.

Why join Genpact?

- Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation.

- Make an impact – Drive change for global enterprises and solve business challenges that matter.

- Accelerate your career – Get hands‑on experience, mentorship, and continuous learning opportunities.

- Work with the best – Join 140,000+ bold thinkers and problem‑solvers who push boundaries every day.

- Thrive in a values‑driven culture – Our courage, curiosity, and incisiveness, built on a foundation of integrity and inclusion, allow your ideas to fuel progress.

- Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

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