Job Description

HyperGuest is looking for an experienced Global Trainer to design and deliver impactful training programs for our Customer Success team. This role is critical in ensuring new hires ramp up quickly, existing team members perform consistently and knowledge is captured, maintained and scaled as HyperGuest grows.
Responsibilities:
1. Training & Onboarding
Design and deliver structured onboarding programs for new Customer Support Agents.
Conduct role based training sessions covering product knowledge, workflows, tools and customer interaction standards.
Facilitate ongoing refresher trainings and upskilling sessions based on performance gaps and product updates.
Partner closely with CS leaders to tailor training for real, day-to-day operational challenges.
2. Knowledge Management
Own and continuously improve the Support Knowledge Base (FAQs, SOPs, playbooks, workflows).
Ensure documentation is accurate, easy to consume and aligned with current processes and product changes.
Establish clear version control, ownership and update cadence for all training and support materials.
Work with CS teams to translate complex information into practical, support-ready content.
. Experience in a B2B Travel Tech company
Proven experience delivering training for Customer Support, Onboarding or Operations teams.
Strong knowledge of Customer Support KPIs (CSAT, SLAs, ticket quality, resolution time).
Experience training remote or globally distributed teams.
Excellent communication, facilitation, and stakeholder management skills.

Skills Required