Customer Service Trainer - KSA Residence

Role Overview

We are hiring a Customer Service Trainer and Quality Specialist for our KSA operations. This role is based in Riyadh, Saudi Arabia and sits within the Customer Support Ops department.

The position calls for someone who can work fluently in both Arabic and English, with a strong grasp of customer service fundamentals, industry best practices, and the cultural expectations across the GCC. The successful candidate will help raise the quality of customer interactions, strengthen customer satisfaction and loyalty, and support service teams through structured learning and hands-on guidance.

Compensation

The monthly salary range for this position is ر.س9,000 to ر.س17,000.

Key Responsibilities

• Conduct onboarding sessions for new hires as well as refresher training, and suggest updates or improvements to the training material in coordination with the content team.
• Maintain accurate records for nesting logins, coaching discussions, feedback meetings, notifications, escalations, tracking, and follow-ups.
• Review customer dissatisfaction patterns, identify the underlying causes, and propose practical solutions that improve the overall customer experience.
• Complete monthly log-in hours to stay current on product knowledge and process updates.
• Take part in quality calibration sessions.
• Share recommendations for process improvements based on new-hire student feedback.
• Track the impact of training programs and refine them when needed to improve learning and performance outcomes.

Skills and Experience

This role requires a seasoned customer service and training professional who can communicate effectively, coach confidently, and adapt training delivery to different audiences and formats. Strong planning, organization, and time management are also important, along with the ability to operate independently and collaboratively.

Preferred Background

• At least 5 years of customer service experience with a strong performance history.
• At least 5 years of experience creating and delivering training programs, including new-hire training and on-the-job or nesting support.
• A bachelor's degree in a relevant discipline such as communication, psychology, or business.
• Fluency in both Arabic and English, including an understanding of GCC cultural context.
• Strong presentation and facilitation abilities in both languages for onboarding, nesting, and calibration sessions.
• Ability to work effectively on your own and as part of a team.
• Excellent organizational skills and the ability to manage time well.

Preferred Qualifications

• Experience delivering training in both virtual and in-person settings.
• Knowledge of adult learning principles and instructional design methods used in training and development.
• Familiarity with learning management systems such as LMS or LXP.
• Certification in customer service training or another related soft-skill area.