Support & Training Specialist

**Job Title: Support & Training Specialist**

**Location**: (Johannesburg, South Africa)
**Department**: Support & Training
**Reports To**: Head of Support & Training
**Employment Type**: Full-time

**About Trade Shield**

Trade Shield is a data-driven credit enablement platform helping businesses make smarter B2B credit decisions through automated onboarding, monitoring, and training tools.

We live by values that shape everything we do:

- **Radical Candour** - Speak clearly, lead with care, act with judgement.
- **No Surprises** - Trust through transparency.
- **Extreme Ownership** - Own the outcome, no excuses.**Bias for Action** - Progress over perfection.
- **Substance over Optics** - Impact over image.
- **Selfless High Performance** - Excellence through service.
- **Customer Champion Mindset** - Their wins are our wins.
- **Relentless Growth** - Always growing, never settling.

**The Role**

We’re hiring a **Support & Training Specialist** to join our high-performing Support & Training team. This role will suit someone who thrives in a fast-paced environment where priorities shift quickly, customers need real-time help, and teammates support each other relentlessly.

You'll be the go-to person for customer queries **and** the driver of impactful training — both for our clients and internal new hires. You’ll also be expected to collaborate tightly with the rest of the team, stepping up when things get busy, supporting multiple channels like tickets, live chat, and calls — sometimes all at once.

If you're energized by doing meaningful work with smart people and being part of a team that prizes excellence, this is your role.

**What**You’ll** Do**

**‍** Support Responsibilities**
- Resolve support tickets within SLA and uphold a high CSAT.
- Support users across multiple channels: tickets, calls, live chat.
- Escalate recurring issues while identifying areas for improvement.
- Update and expand the knowledge base with self-service materials.

**Training Responsibilities**
- Deliver live onboarding sessions for new customers and new employees.
- Host ongoing advanced training and webinars for clients.
- Develop easy-to-use learning content (videos, guides, walkthroughs).
- Support customer and employee enablement through e-learning tools.

**You’ll** Thrive Here If You**
- Can juggle competing demands calmly — live chat, tickets, calls, and internal questions won’t rattle you.
- Love being part of a team of A-players and hold yourself to a high standard.
- Enjoy collaborating, stepping up where needed, and finding solutions together.
- Value both substance and service — we’re proud of our product knowledge and the way we show up for others.
- Take ownership, even when things get tough. No excuses, just outcomes.

*** What**We’re** Looking For**
- 2+ years in SaaS customer support or training roles.
- Exceptional communication and multitasking skills.
- Confident presenting on Zoom/Teams; enjoys engaging audiences.
- Experience with tools like Freshdesk, Freshchat, and digital help centres.
- Previous exposure to the credit, finance, or B2B environment is a strong advantage.
- Bonus: knowledge of training strategy, internal onboarding, or instructional design.

**Performance Expectations (OKRs You'll Help Drive)**
- CSAT score of x%+ per quarter across support and training.
- x% completion rate for onboarding training (customers & employees).
- Deliver x training sessions per quarter.
- Meet x% of ticket response and resolution SLA targets.
- Increase self-service engagement by x% using videos, guides, and knowledge tools.

**What**You’ll** Get**
- A team that’s serious about growth, learning, and having fun while doing it.
- Exposure to both internal enablement and customer success — you’ll be deeply embedded in every layer of the business.
- The chance to drive real impact at a fast-scaling company in the credit space.
- Freedom to take initiative, own your work, and be surrounded by top performers.

**How to Apply