Trainer

About the role

This is an on‑site, full‑time Trainer position based in Paarden Eiland, Cape Town. You will design, deliver and continuously improve training for customer‑facing teams, ensuring they have the skills, knowledge and confidence to serve customers effectively.

Key responsibilities

• Develop and deliver engaging instructor‑led, digital and blended training programmes, including comprehensive onboarding curricula for new hires across all customer‑facing teams, ensuring a consistent start‑to‑finish learning experience.
• Identify learning needs by analysing performance metrics, customer feedback, quality‑assurance results and survey data, then design micro‑learning modules and guided pathways that close identified knowledge gaps.
• Collaborate closely with internal subject‑matter experts and the CX Content Specialist to keep training content accurate, aligned with standard operating procedures, knowledge‑base articles and any product or service updates.
• Coach under‑performing team members by delivering one‑on‑one sessions, arranging shadowing opportunities and providing constructive QA feedback to drive performance improvement.
• Track attendance, completion rates and assessment results, maintain up‑to‑date training records, version control and calendars, and regularly report training impact and insights to the Head of CX and senior leadership.

Required profile

• Minimum web hosting experience, demonstrating familiarity with hosting platforms, server management and related technical concepts.
• Strong facilitation and communication skills, able to engage diverse audiences and convey complex information clearly.
• Solid understanding of instructional design principles and adult learning theories to create effective learning experiences.
• Highly organised with the ability to manage multiple priorities and deadlines in a fast‑paced environment.

Required skills

• Web hosting experience (e.g., managing shared, VPS or cloud hosting environments).
• Proficiency with Learning Management System (LMS) platforms and digital training tools for content delivery and tracking.