Customer Service Trainer

About the company

Circles, established in 2014, is a global technology business that is reshaping the telecom sector through its SaaS platform. The company helps telecom operators launch new digital brands or modernize existing ones, supporting their shift toward becoming technology-led businesses.

It works with major telecom operators across several countries and regions, including KDDI Corporation, Etisalat Group (e&), AT&T, and Telkomsel, helping create modern telco and digital experiences used by millions of customers worldwide.

In addition to its SaaS platform, Circles also runs three other businesses:

• Circles.Life: A fully owned digital lifestyle telecom brand in Singapore, powered by Circles’ SaaS platform and go-to-market approach. It is a market leader in Singapore and has received multiple awards for marketing, customer service, and innovative offerings beyond connectivity.
• Circles Aspire: A worldwide CPaaS provider offering a cloud-based Experience Cloud that allows enterprises, service providers, and developers to deliver and scale mobile, messaging, IoT, and connectivity services globally.
• Jetpac: A travel technology business focused on eSIM roaming across more than 200 destinations, along with travel lifestyle products. Jetpac has been recognized as Travel eSIM of the Year.

Circles is supported by well-known global investors such as Peak XV Partners, Warburg Pincus, Founders Fund, and EDBI.

Role overview

The company is hiring a detail-focused, accountable, and results-oriented Customer Service Trainer to improve frontline service delivery through onboarding, structured learning, and ongoing development of BPO vendor teams. The role is central to building a service-first culture and strengthening customer centricity for a digital telecom brand serving the MENA region.

This is a remote position and calls for excellent self-management, a genuine interest in learning and development, and prior experience running training initiatives in high-volume, digitally driven customer support settings.

Training and enablement

• Build, run, and keep improving onboarding, refresher, and upskilling programs for frontline customer service teams across BPO vendor operations.
• Develop and update training guides, SOPs, knowledge base content, call and chat scripts, and service playbooks suited to a digital telecom environment.
• Partner with the Customer Service Program Manager to keep learning content aligned with new product updates, policy changes, and service standards.

Quality assurance and coaching

• Create and apply QA structures, service standards, and audit processes to review agent interactions across voice, chat, and digital touchpoints.
• Study performance data at the agent level to spot capability gaps and design focused coaching actions that improve CSAT, FCR, and overall resolution quality.
• Run calibration sessions with BPO supervisors and internal stakeholders so that quality expectations and agent scoring remain consistent.

Vendor partner management

• Serve as a main point of contact for BPO training leads, ensuring training and quality commitments are followed while also supporting knowledge transfer.
• Measure how effective training is by using performance metrics, QA results, and feedback from stakeholders to drive strong learning outcomes.
• Support new market launches and feature rollouts by quickly onboarding and enabling external support teams.

Continuous improvement

• Review service metrics and customer feedback to identify new training needs and opportunities to improve processes.
• Share regular updates with the Customer Service Program Manager on training progress, QA findings, and development gaps.
• Keep documentation thorough, accurate, and audit-ready for all training and QA work.

Requirements

The ideal candidate should have at least 2 years of experience in customer service training or business process management in high-volume support environments such as e-commerce, B2C telecom, digital services, or fast-growing consumer startups.

They should also have 2+ years of experience leading team leads, QA specialists, or supervisors in a training or coaching role.

A solid grasp of digital customer service KPIs is required, along with hands-on experience using CRM and ticketing platforms such as Zendesk and Halo.

The role also calls for experience designing scalable training programs and putting QA frameworks in place across BPO or outsourced support setups.

Strong written and spoken communication skills are essential, including the ability to influence remote teams and build trust across different levels of the organization.

Fluency in both Arabic and English, written and spoken, is mandatory.

Applicants should be comfortable working independently in a fast-moving, agile environment, ideally in startup or new-market-launch settings.

Background in B2C telecom, digital consumer businesses, or similarly fast-paced digital startups is a strong advantage.

Excellent organization and time management skills are needed to handle multiple priorities and deadlines effectively.

Additional information

Circles follows an equal opportunity hiring approach and is committed to maintaining a diverse and inclusive workplace. The company does not discriminate on the basis of race, national origin, gender, disability, or age.

Data protection and privacy

By applying for this role, the candidate or their authorized representative consents to Circles’ Candidate Data Protection and Privacy Policy. This includes permission for the collection, use, and disclosure of personal data strictly for recruitment purposes, in line with the policy.

The applicant acknowledges that they have reviewed the policy, understand their rights regarding personal data, and accept any terms related to international data transfers where relevant. They also understand that consent may be withdrawn at any time, which could affect the company’s ability to continue considering the application.

If a third party submits personal data or the application on behalf of the candidate, that party must have proper authorization to do so and to provide consent on the candidate’s behalf.

Agency notice

Recruitment agencies will only receive acknowledgment for resumes shared through the preferred supplier partnership program. Unsolicited resumes sent directly to company inboxes, employees, or any other location will not be treated as valid submissions, and any related fees will not be accepted.