Trainer and Support Team Lead - Philippines

This a Full Remote job, the offer is available from: Philippines

Your role involves coordinating with other departments to ensure that training is aligned with company goals and customer needs.

Requirements

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.

This offer from "CallTek" has been enriched by Jobgether.com and got a 75% flex score.