Invera Talent Inc · United States
Role Overview
We are seeking an AI Trainer specializing in the Customer Service department. The trainer will design and deliver practical learning programs that help employees, managers, and functional specialists use AI responsibly in everyday work.
This role emphasizes practical capability building tied directly to real Customer Service workflows, rather than generic AI lectures.
The trainer will collaborate with customer service leaders, contact center managers, support agents, quality teams, customer experience teams, IT, and data privacy teams to develop department-specific workshops, hands-on exercises, prompt libraries, workflow demonstrations, and adoption materials.
Training will connect directly to ticket handling, response drafting, case summarization, knowledge-base workflows, customer feedback analysis, service quality monitoring, and responsible AI use within customer service processes.
Mission of the Role
The mission is to help Customer Service teams understand where AI can create value, how to use it safely, and how to integrate it into daily operations.
The trainer must strengthen confidence, reduce uncertainty, and provide practical methods participants can apply immediately.
Each session should blend business context, live examples, guided exercises, and clear guidelines for responsible AI use.
Core Responsibilities
Design and deliver AI training programs for Customer Service employees, managers, specialists, analysts, and senior stakeholders.
Create department-specific workshops, learning paths, exercises, prompt templates, role-based scenarios, and workflow demonstrations.
Teach practical AI use cases linked to ticket handling, response drafting, case summaries, knowledge-base workflows, customer feedback analysis, and service quality monitoring.
Explain generative AI concepts, prompt design, workflow integration, output review, and human-in-the-loop decision-making using clear, practical business language.
Facilitate remote workshops, hybrid programs, live sessions, on-site bootcamps, and executive briefings when required.
Develop training materials such as slide decks, participant guides, quick-reference sheets, assignments, quizzes, adoption checklists, and manager toolkits.
Partner with implementation teams, IT, security, legal, and functional leaders to ensure training reflects approved tools and governance standards.
Evaluate training outcomes through participant feedback, adoption data, skill assessments, and business impact measures.
Required Experience and Capabilities
Experience in AI training, corporate learning, enablement, consulting, digital transformation, or specialist work within Customer Service.
Strong understanding of ticket handling, response drafting, customer communication, service quality monitoring, knowledge-base workflows, and support operations.
Ability to explain AI concepts in clear, practical terms without sacrificing professional accuracy.
Experience facilitating remote, hybrid, or on-site workshops for professional audiences.
Ability to develop exercises, templates, examples, and demonstrations that participants can apply in their daily work.
Knowledge of customer privacy, communication quality, escalation management, responsible AI use, and empathy in customer service environments.
Strong communication, facilitation, classroom management, and stakeholder alignment skills.
Ability to work effectively with global participants across different cultures, time zones, and technical skill levels.
How to Apply
Please submit a CV or professional profile along with a short note describing relevant AI implementation or AI training experience, department-specific expertise, and examples of business impact.
Portfolio materials, workshop examples, playbooks, prompt libraries, process maps, or case studies may be included as appropriate.
The selection process will focus on practical capability, communication quality, business judgment, and the ability to make AI valuable within real departmental workflows.
