Proper is a quickly growing startup that values your skills, voice, and happiness.
We’re a team of developers, designers, engineers, accountants, CPAs, project managers, and creatives worldwide. But we’re also surfers, hikers, Sichuan-eaters, photographers, artists, world travelers, meme lovers, and life-havers. Together, we provide the most technologically advanced property accounting services in the world. We’re proud to be creating something new that improves people’s lives while working together in a culture of collaboration, respect, communication, joy, and personal growth.Read more about what we do at Proper.ai
We’re seeking a Customer Service Trainer to join our team.
Proper is seeking a Customer Service Trainer who will not only facilitate training but will also monitor performance, iterate on methodologies, and ensure that the team consistently delivers a world-class customer experience. We’re looking for someone with a collaborative, positive, proactive attitude, and strong communication skills, who are excited to be working in a fast-paced environment that’s continuously evolving. If that sounds like you and you’re excited by the idea of joining a world-class team that’s passionate about growing together, we look forward to hearing from you! Proper is a San Francisco-based tech startup. This full-time position would be based in LATAM.
Role Description
- The Customer Service Trainer will be responsible for training and coaching customer-facing roles within the Accounting Team, primarily accountants transitioning into customer-facing responsibilities. This role will also work closely with the Operations Excellence Team to define, document, and implement Standard Operating Procedures (SOPs) and best practices for customer service.
Key Responsibilities
- Training Development & Facilitation
- Design, develop, and facilitate customer service training programs tailored to accountants transitioning into customer-facing roles.
- Implement best-in-class training methodologies, including experiential learning, role-playing, and case studies.
- Conduct in-person and virtual training sessions in English (Bilingual Spanish/English required).
- SOPs & Best Practices Development
- Collaborate with the Operations Excellence Team to define and document customer service SOPs and best practices.
- Develop guidelines for handling difficult customer interactions, de-escalation techniques, and proactive engagement.
- Coaching & Continuous DevelopmentMonitor customer-facing team performance to identify skill gaps and training opportunities.
- Provide one-on-one coaching to team members struggling with assertiveness, confidence, or customer empathy.
- Conduct regular training refreshers to reinforce key customer service principles.
- Performance Measurement & Feedback
- Develop and track key performance indicators (KPIs) for customer service training effectiveness.
- Conduct post-training assessments to measure knowledge retention and application.
- Partner with leadership to implement feedback loops for continuous improvement.
- Cultural & Soft Skills Development
- Help accountants develop soft skills such as active listening, empathy, assertiveness, and relationship-building.
- Instill a mindset of customer-centric service to enhance overall client satisfaction.
Required Skills
- Hard/technical skills
- Customer service training development and facilitation.
- Experience training technical professionals (e.g., accountants, engineers, or analysts) in soft skills.
- Knowledge of customer service excellence frameworks (e.g., Ritz-Carlton Gold Standards, Disney Institute methodologies).
- Experience in developing and implementing SOPs for customer service teams.
- Strong knowledge of de-escalation techniques and customer engagement strategies.
- Fluent proficiency in English.
- Experience working in startup or BPO environments.
- Soft skills (e.g.: leadership, organizational skills, etc.)
- Effective communication and coaching skills.
- Ability to simplify complex customer interactions into structured training.
- Strong problem-solving and adaptability in high-growth environments.
- Confidence in working across multiple teams and departments.
- Data-driven decision-making for training effectiveness.
Nice-To-Have Skills
- Background in hospitality or luxury service training.
- Experience with Learning Management Systems (LMS) to track training progress.
- Exposure to coaching frameworks (e.g., GROW Model) for ongoing development.
Type of Degree
- Business Administration, Communications, Education, Hospitality Management, or a related field.
Years of experience in the field
- 5+ years of experience in training
- Prior experience training technical professionals to become customer-facing representatives is highly preferred.
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What We Do
As of today, Proper has secured $20M in investments from Silicon Valley’s top VC companies and employs over 300 passionate problem solvers in six countries.
We’re developers, designers, engineers, accountants, CPAs, project managers, and creatives. But we’re also surfers, hikers, Sichuan-eaters, photographers, yogis, artists, world travelers, meme lovers, and life-havers. We believe that being able to show up as your full self while doing work that challenges you is the secret to happiness, so we work hard to instill human-centric values into everything we do.
Our penchant for streamlining processes combined with our property industry expertise is how we’re able to provide more cost-effective, efficient, scalable financial services that improve our customer’s profit margins.
So if you’re looking for the peace of mind that your books are being Properly, frugally, and expertly handled by a team of property accounting specialists? You’ve come to the right place.
And if you’re looking to join a team of international problem solvers who are collaborating in a culture that inspires personal growth, fosters creativity, and encourages playfulness? You’ve come to the right place, too.
Our Key Values:
• Feedback as the Way Forward: Feedback is how we grow, find empathy, and learn how to support each other.
• Opportunity as an Outlook: We see obstacles as opportunities to improve.
• Communication is the Expectation: We work in unison, set clear expectations, and share frequent updates.
• Fun While Getting it Done: Laughter and fun make working together even better.
• Respect Over Rank: As humble experts, we educate, support, and never treat anyone as less-than.
