Customer Service Trainer

About the role

We are looking for a dedicated, detail-oriented, and performance-driven Customer Service Trainer to strengthen frontline service delivery through structured training, onboarding, and continuous development of our BPO vendor teams. The successful candidate will play a key role in shaping a culture of service excellence and customer-centricity for our digital-first telecom brand in the MENA region by embedding best practices, optimizing training frameworks, and championing quality assurance standards. This is a remote role that requires strong self-management, a passion for learning and development, and experience managing training programs within high-volume, digitally native customer service environments. What you'll be responsible for: Training & enablement Design, deliver, and continuously refine onboarding, upskilling, and refresher training programs for frontline customer service agents across BPO vendor teams Create and maintain training materials, SOPs, knowledge base articles, call/chat scripts, and service playbooks tailored to a digital telco environment Work closely with the Customer Service Program Manager to ensure training content reflects evolving product features, policy updates, and service expectations Quality Assurance & Performance Coaching Define and implement QA frameworks, service benchmarks, and audit mechanisms to assess agent interactions across voice, chat, and digital channels Analyze agent-level performance data to identify skill gaps, and design targeted coaching or interventions to improve CSAT, FCR, and resolution quality Lead calibration sessions with BPO supervisors and internal teams to align quality standards and ensure consistency in agent evaluations Vendor Partner Engagement Act as a key liaison with BPO training leads, ensuring adherence to quality and training expectations and supporting knowledge transfer initiatives Track the effectiveness of training programs using performance data, QA scores, and feedback loops to ensure high-impact learning outcomes Support new market rollouts and feature launches by delivering rapid onboarding and capability building with external support teams Continuous Improvement and Service Excellence Monitor service delivery metrics and customer feedback to inform ongoing training needs and opportunities for process refinement Provide regular reporting to the Customer Service Program Manager on training progress, QA outcomes, and development gaps Maintain high documentation standards to ensure accuracy and auditability of all training and QA-related activities

Requirements

• 2+ years of experience in customer service training or business process management within high-volume support environments, such as e-commerce, B2C telco, digital services or high-growth consumer (B2C) startups
• 2+ years of experience managing team leads, QA specialists, or supervisors in a training or coaching capacity
• Strong understanding of digital customer service KPIs and experience using CRM and ticketing tools (e.g., Zendesk, Halo)
• Proven ability to build scalable training programs and implement QA frameworks across BPO or outsourced support environments
• Excellent written and verbal communication skills, with the abi

Benefits

Additional Information

Founded in 2014, Circles is a global technology company reimagining the telco industry with its innovative SaaS platform, empowering telco operators worldwide to effortlessly launch innovative digital brands or refresh existing ones, accelerating their transformation into techcos. Today, Circles partners with leading telco operators across multiple countries and continents, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, creating blueprints for future telco and digital experiences enjoyed by millions of consumers globally. Besides its SaaS business, Circles operates three other distinct businesses: Circles.Life : A wholly-owned digital lifestyle telco brand based in Singapore, Circles.Life is powered by Circles ' SaaS platform and pioneering go-to-market strategies. It is the digital market leader in Singapore and has won numerous awards for marketing, customer service, and innovative product offerings beyond connectivity. Circles Aspire : A global provider of Communications Platform-as-a-Service (CPaaS) solutions. Its cloud-based Experience Cloud platform enables enterprises, service providers and developers to deliver and scale mobile, messaging, IoT, and connectivity services worldwide. Jetpac : Specializing in travel tech solutions, Jetpac provides seamless eSIM roaming for over 200 destinations and innovative travel lifestyle products, redefining connectivity for digital travelers. Jetpac was awarded Travel eSIM of the Year. Circles is backed by renowned global investors, including Peak XV Partners (formerly Sequoia), Warburg Pincus, Founders Fund, and EDBI (the investment arm of the Singapore Economic Development Board), with a track record of backing industry challengers.

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