Customer Service Trainer

Job Title:

Location:

Reporting to:

About 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 Service 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.

Responsibilities

• 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 gap
• Develop individual improvement plans and train non-performers
• Frequently audit customer interactions, find patterns of agent mistakes, and develop short training materials that directly address the key issues
• Own the responsibility for knowledge transfer of any new process, ensure every employee understands the new process or any change in the process
• Roll out process changes and related comms
• Own 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 years out of which min 2 years as a master trainer.
• Practical implementation experience of ADDIE and Kirkpatrick evaluation Models
• Well-versed with Microsoft PowerPoint and Microsoft Word
• Proficient 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 skills
• Fluent in English (both written and spoken)
• Ability to work in a fast-paced environment

Who 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.