About this role
About Us
Tamara is the leading fintech platform to shop, pay, and bank in Saudi Arabia and the wider GCC region, and Saudi’s first fintech unicorn. Tamara’s mission is to empower people in their daily lives and revolutionize how they shop, pay, and bank. Tamara serves millions of users in KSA, UAE, and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA, eXtra, and Farfetch, as well as thousands of SMEs. Tamara is backed by Sanabil Investments, SNB Capital, and Checkout.com, amongst others.
About the Role
The Customer Care Trainer is responsible for delivering training programs that equip Customer and Partner Care teams with the knowledge, skills, and confidence required to provide excellent service.
This role plays a key part in onboarding new hires, reinforcing operational knowledge, and supporting continuous learning across the Care organization. The trainer works closely with the Training Design team and Operations to ensure training delivery is effective, engaging, and aligned with operational needs.
Responsibilities
Training Delivery
• Deliver instructor-led training sessions for new hires and existing Customer Care teams.
• Facilitate training on product knowledge, systems, workflows, customer/partner service skills, communication techniques, company policies, and new company launches for products/features.
• Ensure sessions are engaging, interactive, and aligned with learning objectives.
Onboarding Support
• Facilitate onboarding training for new Care representatives, ensuring they are equipped with the knowledge and operational understanding required to begin handling customer interactions.
• Support the transition from training to the operational environment by reinforcing key processes and expectations.
Learning Reinforcement
• Conduct refresher sessions and targeted training to address knowledge gaps or operational updates.
• Reinforce key concepts through coaching, practical exercises, and scenario-based learning.
Training Effectiveness
• Gather feedback from participants and stakeholders to evaluate training effectiveness.
• Share observations and improvement opportunities with the Training Design team to enhance future training programs.
Training Content Maintenance
• Ensure training materials from the Training Design team are used consistently and stay up to date during delivery.
• Flag outdated or unclear materials to the Training Design team for review and updates.
Collaboration with Operations
• Work closely with Operations leaders and SMEs to stay aligned with process updates, product changes, and operational priorities.
• Ensure training delivery reflects current operational practices.
Quality & Coaching Support
• Observe customer interactions where relevant to identify learning opportunities.
• Provide feedback and reinforcement to support applying training in the live environment.
Continuous Learning
• Stay informed about p