Regional Support Trainer – LATAM

About the role

Sovos is looking for a Regional Support Trainer to lead AI and product enablement programs for its LATAM support teams. The role involves delivering hands‑on training in both English and Spanish, ensuring agents are ready for new product launches and proficient with AI tools.

Key responsibilities

• Facilitate live and virtual training sessions for AI Pods, product launches, and ongoing skill development across the LATAM support organization.
• Deliver content in English and Spanish, adapting tone and examples for the regional audience.
• Run new‑hire onboarding modules covering Sovos products, AI tools (TheLoops, Salesforce, Ask Sovi), and support processes.
• Floor‑walk with agents to observe AI tool usage and provide real‑time coaching on best practices.
• Host weekly office‑hours to address agent questions, blockers, and improvement ideas.
• Adapt central enablement material for LATAM language and cultural relevance.
• Partner with Knowledge Management to maintain accurate, discoverable, and bot‑ready Spanish‑language knowledge articles.
• Translate or quality‑review Spanish bot, portal, and knowledge‑base content as needed.
• Collect structured feedback after each training cycle and relay gaps to the AI & Product Enablement Manager.
• Track regional adoption metrics and report on training effectiveness.

Required profile

• Bilingual proficiency in English and Spanish.
• Experience delivering training or coaching to customer‑support teams.
• Strong communication skills and ability to tailor content for regional audiences.
• Comfortable working with AI‑driven tools and product documentation.

Required skills

• TheLoops (AI tool)
• Salesforce
• Ask Sovi (AI tool)
• Knowledge‑base management systems

What we offer

• Opportunity to shape enablement programs for a global leader in tax compliance.
• Collaborative, innovative environment focused on impact.
• Professional growth through exposure to AI and product development.