Trainer, Customer Support & Phone Teams

Location: Skopje, Ohrid, Debar, or Pristina; travel to hirify.global customer support offices in North Macedonia and BPO locations is required.

Company

hirify.global provides technology, services, and collective business support to independent pizzerias and restaurants.

What you will do

• Create and deliver new-hire training programs for customer support and phone teams.
• Develop and maintain training manuals, records, and process documentation.
• Implement new and existing job training and communicate process changes.
• Lead engaging in-person and virtual training sessions ranging from one hour to one month.
• Coach team members on verbal, written, technical, language, and business skills.
• Review surveys and quality assurance scores to evaluate training effectiveness.

Requirements

• Excellent English verbal and written communication skills.
• At least 3 years of coaching or training experience in a fast-paced contact center environment.
• Experience creating knowledge assessments and analyzing data to support decisions.
• Ability to travel to hirify.global customer support offices in North Macedonia and BPO locations; a passport or travel document is required, or the ability to obtain one.
• Demonstrated leadership, coaching, team development, collaboration, multitasking, and time-management skills.

Nice to have

• Experience leading a customer support or phone team.

Culture & Benefits

• Wellbeing and learning and development program.
• Pizza Fridays, summer parties, and ping pong tournaments.
• Inclusive workplace that values diverse backgrounds, cultures, and perspectives.

Hiring process

• Application and a 30-minute introductory recruiter meeting.
• Two 30-minute peer interviews.
• Final interview followed by an offer.