Customer Support Trainer

About the role

We are looking for a Customer Support Trainer to develop and deliver training programs for our contact‑center agents across the region. The role will own the onboarding, certification and continuous development of the support team, ensuring high‑quality service and improved CSAT scores.

Key responsibilities

• Create and maintain process notes, workbooks, assessments and other training materials.
• Conduct training needs analysis (TNA) to identify knowledge gaps and design targeted modules.
• Onboard new hires, guide them through the 45‑day nesting period and monitor critical KPIs.
• Identify performance issues, design improvement plans and coach under‑performing agents.
• Audit customer interactions, detect common mistakes and produce quick‑fire training content.
• Manage knowledge‑base updates and communicate process changes to the whole team.
• Drive initiatives that raise overall CSAT scores.

Required profile

• Minimum 4‑5 years of classroom, online or blended training experience, including at least 2 years as a master trainer.
• Hands‑on experience with ADDEI and Kirkpatrick evaluation models.
• Strong problem‑solving, communication and teamwork abilities.
• Fluent in English and Arabic, both written and spoken.
• Ability to thrive in a fast‑paced, dynamic environment.

Required skills

• Microsoft PowerPoint
• Microsoft Word
• ADDEI evaluation model
• Kirkpatrick evaluation model