Trainer and Support Team Lead

As a Trainer and Support Team Lead, you will be responsible for overseeing the training and development of our support staff, ensuring they are equipped with the knowledge and skills to effectively assist customers. You will lead a team, develop training programs, and provide ongoing support to ensure high-quality customer service. Your role involves coordinating with other departments to ensure that training is aligned with company goals and customer needs.

Requirements

Key Responsibilities{{:}

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• Develop and implement training programs to enhance the skills and knowledge of the support tea
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• Lead and manage a team of support staff, providing guidance, mentorship, and conducting performance evaluation
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• Measure and report on the performance of the support team, identifying areas for improvement and implementing strategies to increase effectivenes
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• Create and manage a comprehensive support knowledge base for consistent and accurate information sharing across the support team and customer
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• Collaborate with other departments to ensure training programs align with company goals and customer need
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• Monitor and evaluate the effectiveness of training programs, making adjustments as necessary to improve outcome
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• Handle escalated customer issues, offering solutions and ensuring customer satisfactio
n
• Develop and support automated tools and processes to streamline support operations and improve efficienc
y
• Maintain an up-to-date understanding of the company's products and services to provide accurate training and suppor
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• Ensure the support team follows best practices and company procedure
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• Report on team performance and training program effectiveness to the Head of Operation
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Technical Requirements{{:

}}Requirements{{

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• }} Bachelor's degree in Business, Education, or a related fi
e
• ld Proven experience in training and team management, preferably in a support or customer service environm
e
• nt Strong leadership and communication skills, with the ability to motivate and guide a t
e
• am Excellent problem-solving and conflict-resolution ski
l
• ls Experience in designing and implementing effective training progr
a
• ms Familiarity with customer support tools and softw
a
• re Ability to work effectively in a remote environm
e

nt Nice to Have{

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• :}} Experience in the software or technology indu
s
• try Certification in training or customer ser
v
• ice Knowledge of Learning Management Systems (LMS) and e-learning t
o
• ols Experience handling support escalations and improving customer satisfac

tion

Please refer to job description.