Job description

Who We Are:

We're Cart. com one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2C, B2B and public sector organizations to unify commerce operations from product discovery to product delivery.

We're building toward a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth.

Our goal is to be the global backbone of commerce. To achieve it, we're looking for entrepreneurial, innovative and determined teammates who are eager to help our growing base of customers simplify their commerce operations and seamlessly reach their own customers, wherever they are. Sound like you? We'd love to hear from you.

Cart. com Fast Facts:

· 1,600+ employees globally

· 17 warehouses nationwide, totaling over 10 million square feet of space

· Headquartered in Houston, TX with international offices in Mexico and Poland

This position is a Onsite in office role and open to applicants or individuals who are located in or willing to move to Queretaro. Shift is Monday-Friday 1st shift schedule.

The Role:

Cart. com is seeking a Customer Direct Trainer who is extremely flexible and enjoys a constantly changing environment. Personable, open to learning, collaborates well with others and has a positive attitude, open to new ideas and possibilities, and inclined to take on new challenges, who can focus on the positive rather than be fazed by negativity.

The trainer position will entail onboarding and training new Contact Center Representatives on policies, procedures, computer systems as well as how to design an exceptional, personalized customer experience. The trainer will also be responsible for representative follow up and training of all campaign, brands and skills.

What You'll Do:

· Develop, implement and maintain training materials, knowledge base and courses as well as utilize and enhance existing training materials.

· Work with minimum supervision to create, update and direct all aspects of a customer service and reservations training program.

· Responsible for training existing and new contact center representatives on all products, properties, procedures, systems and call handling.

· Conduct needs assessments, evaluating current training and discovering areas of opportunity.

· Maintain training records for all staff.

· Assume additional responsibilities as assigned and appropriate to the position.

· Stay ahead of industry trends, best practices, and emerging technologies in training and e-commerce customer engagement.

· Ensure training programs comply with company policies, customer service standards, and regulatory requirements.

Who You Are:

· A dynamic leader passionate about employee development and customer experience.

· A strong communicator with the ability to engage, inspire, and train diverse teams.

· A strategic thinker who can identify business needs and translate them into training solutions.

· An analytical problem solver who can use data-driven insights to improve training effectiveness.

· A team player who thrives in fast-paced, high-growth environments.

What You've Done:

· 2+ years of experience in call center training, management, learning & development, or a related role.

· Ability to design and implement training programs for customer service teams, ideally in e-commerce or retail.

· Experience managing LMS platforms and e-learning tools.

· Strong knowledge of adult learning theories, instructional design methodologies, and facilitation techniques.

· Ability to measure training impact using KPIs and performance analytics.

· Proficiency in using training technologies, including virtual learning platforms.

· Experience collaborating with cross-functional teams to align training programs with business strategies.

Nice to Haves:

· Certification in training, coaching, or instructional design (e.g., ASTD, CPTM, ATD).

· Experience working in a call center agency, or outsourced customer service environment.

· Familiarity with e-commerce customer engagement best practices.

· Bilingual (English/Spanish) preferred for supporting diverse teams.

Job Type: Full-time

Pay: $16,000 per month

Ability to commute:

76180, El Jacal, Qro.

Language:

English (Required)