Communication & Empathy Trainer (VIP Support)

About the role

We are looking for a Communication & Empathy Trainer to elevate the performance of our VIP support team. You will review VIP interactions, provide actionable feedback, and coach agents to master tone, empathy, and de‑escalation techniques.

Key responsibilities

• Analyze VIP chats and emails to identify patterns, gaps, and best practices.
• Deliver written and verbal feedback, including message rewrites, coaching notes, and live debriefs.
• Conduct 1:1 coaching sessions and case reviews focused on empathy, tone, structure, and de‑escalation.
• Help create and refine VIP tone‑of‑voice standards, playbooks, and phrase libraries.
• Collaborate with QA and Team Leads to drive measurable improvement.
• (Optional) Support AI training by providing prompt and dataset guidance centered on communication quality.

Required profile

• Strong background in customer support or VIP service with proven coaching or training impact.
• Excellent written communication and the ability to detect emotion in text.
• Experience in consultative selling or persuasive communication without being pushy.
• Understanding of influence techniques and NLP (a plus) and ethical handling of manipulation.
• Confidence in coaching adults, delivering clear structure, tactful feedback, and behavior‑change focus.
• Fluent in English and Russian, both spoken and written.

Required skills

What we offer

• Lunch compensation or catering directly in the office.
• Corporate sports teams for active recreation.
• Birthday bonus and a bonus for the birth of a child.
• Vibrant corporate events and team‑building activities.
• Coverage of external training and access to a corporate online library.
• Flexible start of the working day.