Support & Services Trainer

Location: Prishtina, Kosovo. Primarily a 9:00 AM–5:00 PM schedule, with training and coaching primarily in-office; office-based or hybrid options are available, with flexibility for global business needs and shift rotations.

Company

hirify.global provides shipment visibility technology using connected hardware and software to reduce delays, rejected loads, theft, damage, and spoilage across road, rail, ocean, and air transportation.

What you will do

• Design and deliver comprehensive onboarding programs for Customer Support, Technical Support, and Monitoring Services personnel, including live cohort training and hands-on hardware learning.
• Run probation check-ins, define success metrics, identify learning gaps, and coordinate accountability and support with team leaders.
• Lead continuous learning through knowledge pulse checks, reverse shadowing, teach-back sessions, and subject-matter-expert enablement.
• Create, maintain, and structure training documentation, coaching videos, troubleshooting playbooks, and feedback-driven knowledge updates.
• Coordinate software and hardware support reviews with Product, Engineering, and subject matter experts to prepare customer-facing teams for releases and platform changes.
• Design career paths, targeted upskilling tracks, and cross-training programs for support personnel.

Requirements

• English: excellent written and verbal communication skills required.
• Experience in training, onboarding, instructional design, or knowledge management.
• Ability to explain complex technical concepts, including logic, calculations, configurations, and system behaviors, in accessible language.
• Strong interpersonal, customer service, analytical, and problem-solving skills.
• Curiosity and attention to detail when investigating issues and validating training materials.

Nice to have

• Familiarity with learning management systems or training platforms.
• Experience training on hardware or IoT products.
• Background in supply chain, logistics, or SaaS support.
• Experience with Salesforce or similar CRM platforms.
• Instructional design certification or another training-related credential.

Culture & Benefits

• Autonomy and resources to build training programs and educational systems.
• Work with a global team focused on transparency, simplicity, collaboration, and continuous improvement.
• Office-based or hybrid work options.
• Competihirify.global equity providing ownership in hirify.global’s long-term growth.
• Inclusive, respectful, and equal-opportunity workplace.