Summary: As a Senior Customer Service Coach & Trainer, you will guide agents, improve performance, and enhance customer experience quality through one-on-one and group sessions. Highlights: 1. Provide guidance and support to agents for effective customer resolution 2. Design, build, and maintain training curricula and learning paths 3. Collaborate with teams to align training with operational goals At UL, customers are core, and as a result, all responsibilities will center around improving the customer experience. In the role of Senior Customer Service Coach \& Trainer, you will be responsible for providing guidance to Customer Service agents, helping improve agent performance, and enhancing customer experience quality. You will spend time one\-on\-one with agents or in group sessions, offering guidance, feedback, examples, and best practices across multiple products. This position reports to the Customer Service Supervisor. **• Leadership and Training:** * Provide guidance and support to agents via Teams channels, assisting them with queries for effective and efficient customer resolution * Liaise with team leaders and managers to conduct on\-the\-job coaching and training * Deliver ad\-hoc and structured training sessions to new and existing staff to further develop and improve performance * Design, build, and maintain training curricula, including onboarding, refresher, and advanced learning paths aligned to business needs * Leverage a Learning Management System (LMS) to assign, track, update, and report on training completion and effectiveness * Monitor customer interactions, provide constructive feedback, and identify areas of strength and improvement * Identify trends with customer queries or issues and suggest process and training improvements * Keep up to date with product deliverables, best practices, and industry trends to ensure training materials and curriculum remain relevant and effective **• Collaboration:** * Collaborate with other team members to provide insight and guidance * Collaborate with other departments such as accounting, legal, marketing, and sales to ensure timely customer resolution * Partner with leadership and stakeholders to align training programs with operational goals and performance metrics * Assist new and existing team members, providing feedback where necessary * Participate in brainstorming sessions and contribute creative ideas for training innovation and service improvement **• Other Responsibilities:** * Perform additional duties as needed * Meet personal and team performance targets * Develop ideas for improved employee engagement, enhanced agent efficiency, and positive customer experiences * **Professional‑level English proficiency** (spoken and written). * **Bachelor’s degree or equivalent experience** , with **5\+ years of professional experience** . * **Minimum 4 years of experience** in software help desk, customer care, training, onboarding, curriculum development, and/or leadership roles. * **Hands\-on experience with Learning Management Systems (LMS)** to manage, deliver, and track training programs. * Proven ability to **design, build, and maintain training curricula** , including documentation, learning paths, and performance‑based training materials. * **Strong communication and presentation skills** , comfortable speaking in group settings and one‑on‑one. * Familiarity with **contact center operations** and industry best practices. * Genuine **passion for teaching, coaching, and developing others** . * Experience working with **external and global agents or customers** . * Exceptional **customer focus** , strong relationship‑building skills, and a proactive, “do‑whatever‑it‑takes” attitude. * Ability to **quickly learn new technologies** and maintain high performance in a fast‑paced, high‑pressure environment. * Naturally **curious** , motivated, and eager to learn. * **Adaptable and change‑oriented** , actively contributing ideas for improvement and embracing continuous change. **PREFERRED SKILLS:** * Previous experience working in a global team with a distributed workforce * Experience measuring training effectiveness through metrics, feedback, or performance outcomes * Industry knowledge in Product and Chemical Compliance, Health, Learning, Life Sciences, Sustainability, and/or Renewables is a plus **What you’ll experience working for ULS** UL Solutions has been pioneering change since 1894 and we’re still leading the way. From day one, we’ve blazed a trail protecting the planet and everyone on it. Our teams have influenced billions of products, plus services, software offerings and more. We break things, burn things and blow things up. All in the name of safety science. That’s where you come in — because none of it could happen without you. It takes passion to protect people, problem\-solving to safeguard personal data and conviction to make the world a more sustainable place. It takes bold ideas and brilliant minds to build a better world for future generations across the globe. This is more than a job. It’s a calling. A passion to use our expertise and play our part in creating a more secure, sustainable world today — and tomorrow. As a member of our safety science community, you’ll use your ideas, your energy and your ambition to innovate, challenge and ultimately, help create a safer world. Everyone here is unique. But we’re also a global community, working together to help create a safer world. Join UL Solutions and you can connect with the brightest minds in the business, all bringing their distinct perspectives and diverse backgrounds together to deliver real change. Empowering our customers to keep the world safe means thinking ahead. It means investing in training and empowering our people to learn and innovate. At UL Solutions, we help build a better future — one where everyone benefits. Join UL Solutions to be at the center of safety. To learn more about us and the work we do, visit UL.com **\#LI\-PH1** **\#LI\-Hybrid**