Trainer, Customer Support

Job title: Trainer, Customer SupportLocation: EgyptAbout noon We’re building an ecosystem of digital products and services that power everyday life across the Middle East—fast, scalable, and deeply customer-centric. Our mission is to deliver to every door every day. We want to redefine what technology can do in this region, and we’re looking for a Trainer, Customer Support who can help us move even faster.noon’s mission: Every door, every day.What you'll do:Team noon has some of the fastest, smartest, and hardest-working people we've encountered. With a young, aggressive, and talented team, we're driving major missions forward.As a trainer, you will be responsible for developing operations capability and quality output. You will be a single point of contact from agent onboarding to deployment in our contact centers across the regions. You will own the certification process for new and existing employees and ensure everyone on the team is up to date with knowledge and develops necessary skills. What will you do?Develop process notes and training content, including workbooks and assessments. Conduct frequent TNA (trained need analysis) to understand the knowledge gap and design modules to address it. Train all new hires, prepare them for the role, and own the responsibility of critical KPIs for the first 45 days (nesting period).Identity critical issues in the process and take full ownership of bridging the gapDevelop individual improvement plans and train non-performersFrequently audit customer interactions, find patterns of agent mistakes, and develop short training materials that directly address the key issuesOwn the responsibility for knowledge transfer of any new process, ensure every employee understands the new process or any change in the processRole out process changes and related commsOwn KB (Knowledge Base), review and develop KB, and ensure it’s always relevant. Improve overall CSAT score What you'll need:Proven experience in the classroom, online, and blended training delivery of min 4-5 out of which min 2 years as a master trainer.Practical implementation experience of ADDEI and Kirkpatric evaluation Models Well-versed with Microsoft PowerPoint and Microsoft WordProficient in giving structured performance feedback to the trainees both written and verbal.Experience working on cross-organizational projects that directly or indirectly improved the customer experience. Strong problem-solving, communication, and team skillsFluent in English and Arabic (both written and spoken)Ability to work in a fast-paced environmentWho will excel?We’re looking for people with high standards, who understand that hard work matters.You need to be relentlessly resourceful and operate with a deep bias for action. We need people with the courage to be fiercely original. noon is not for everyone; readiness to adapt, pivot, and learn is essential.