Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
The Communications Coach is responsible for empowering customer support agents to deliver a "5-star experience." The position involves coaching agents on navigating the unique dynamics of a peer-to-peer car-sharing marketplace, ensuring every interaction with hosts and guests is personable, professional, and reflects the adventurous brand spirit.
As Communications Coach, You Will…
• Coach agents to balance empathy for "community" members (hosts and guests) while maintaining professional boundaries.
• Provide targeted coaching on handling high-stress situations such as vehicle damage claims, late returns, and booking cancellations with grace and clarity.
• Train agents on regional nuances for the US, UK, and Australian markets, including local driving terminology and traveler expectations.
• Monitor and coach communication across phone, email, and in-app messaging, ensuring a consistent brand voice across all touchpoints.
As Communications Coach, You Need…
• Bachelor's degree in Communications, Linguistics, or a related field.
• Minimum 2 years as a Communications Coach in a BPO, ideally supporting travel, hospitality, or sharing economy platforms.
• Familiarity with the car-sharing marketplace, including the "Guest" and "Host" lifecycle, is a significant advantage.
• Exceptional command of spoken and written English with the ability to coach agents on a "natural and personable" tone—like talking to a friend in a coffee shop. C2 CEFR rating is required.
• To be capable of mentoring agents through the learning curve of complex marketplace policies.
• Ability to identify linguistic patterns in customer feedback and translate them into training
