Customer Service Trainer

4 days ago

Cape Town, Western Cape, South Africa 1-grid Full time R250 000 - R500 000 per year

About Us

1- is a fast-growing web hosting company in Cape Town with an established customer base, acquired by recognised leaders in the internet services industry. We have the vision and resources to work towards becoming a market leader in SA; this vision is supported by an entrepreneurial culture that encourages innovation, collaboration, and top performance.

We're looking for an experienced Trainer to join our Customer Experience team and help us level up the way we support, train, and develop our people.

Role Purpose

You'll be responsible for designing, delivering, and continuously improving training that builds the skills, knowledge, and confidence of our customer-facing teams. Your work will directly impact how consistently and effectively we show up for our customers while supporting career growth, operational excellence, and a strong learning culture.

Key Responsibilities1. Training Design & Delivery

  • Develop and deliver engaging training (instructor-led, digital, and blended).
  • Own and improve onboarding for new hires across customer-facing teams.
  • Facilitate refresher training, performance upskilling, and product updates.

  • Adapt training for different learning styles, needs, and platforms.

  • Continuous Learning & Upskilling

  • Identify learning needs through performance metrics, feedback, QA results, and customer surveys.

  • Build micro-learning and guided learning pathways to close knowledge gaps.

  • Work with Team Leads and the Customer Service Manager to ensure training is targeted and relevant.

  • Collaboration & Subject Matter Input

  • Collaborate with internal experts and the CX Content Specialist to ensure accuracy and alignment with SOPs, KB articles, and product changes.

  • Gather post-training feedback to refine future learning experiences.

  • Coaching & Individual Support

  • Work with team leads to coach under-performers and create personalised development plans.

  • Deliver one-on-one coaching, shadowing opportunities, and Quality Assurance feedback.

  • Training Administration & Reporting

  • Track attendance, completion, test results, and engagement levels.

  • Maintain training records, version control, calendars and documentation.

  • Report on training impact and insights to the Head of CX and broader leadership.

  • Culture & Engagement

  • Foster a strong, positive learning culture that supports growth and service excellence.

  • Reinforce 1-grid's values and service standards through mentorship and engagement.
  • Engage directly with customers when needed to stay connected to their current experience and inform training relevance.

Skills & Competencies

  • Web hosting experience is a minimum requirement
  • Strong facilitation and communication skills
  • Knowledge of instructional design and adult learning principles
  • Familiarity with LMS platforms and digital training tools
  • Experience assessing and improving training effectiveness
  • Ability to work well across teams and levels
  • Organised and confident in managing multiple priorities
  • A passion for building others up and making learning impactful
  • Join us to help shape the future of 1-grid's customer experience — by helping our people show up at their very best.

Values Alignment

The Customer Service trainer is expected to live out and promote 1-grid's core values: Accountability, Customer Delight, Teamwork, Inclusivity, Respect, Transparency, Quality, and Collaboration.

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