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.
Key Responsibilities: Develop and implement training programs to enhance the skills and knowledge of the support team. Lead and manage a team of support staff, providing guidance, mentorship, and conducting performance evaluations. Measure and report on the performance of the support team, identifying areas for improvement and implementing strategies to increase effectiveness. Create and manage a comprehensive support knowledge base for consistent and accurate information sharing across the support team and customers. Collaborate with other departments to ensure training programs align with company goals and customer needs. Monitor and evaluate the effectiveness of training programs, making adjustments as necessary to improve outcomes. Handle escalated customer issues, offering solutions and ensuring customer satisfaction. Develop and support automated tools and processes to streamline support operations and improve efficiency. Maintain an up-to-date understanding of the company's products and services to provide accurate training and support. Ensure the support team follows best practices and company procedures. Report on team performance and training program effectiveness to the Head of Operations. Technical Requirements: Requirements: Bachelor's degree in Business, Education, or a related field. Proven experience in training and team management, preferably in a support or customer service environment. Strong leadership and communication skills, with the ability to motivate and guide a team. Excellent problem-solving and conflict-resolution skills. Experience in designing and implementing effective training programs. Familiarity with customer support tools and software. Ability to work effectively in a remote environment. Nice to Have: Experience in the software or technology industry. Certification in training or customer service. Knowledge of Learning Management Systems (LMS) and e-learning tools. Experience handling support escalations and improving customer satisfaction.