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For Companies At a Glance
- Tasks: Train and mentor new team members while resolving client support tickets.
- Company: Cloud9 is a dynamic company focused on empowering teams and delivering excellent client support.
- Benefits: Enjoy perks like health insurance, unlimited unpaid leave, and a fun, dog-friendly office.
- Why this job: Make a real impact by shaping the growth of others in a supportive, people-first environment.
- Qualifications: Experience in customer support with strong technical skills in Microsoft technologies required.
- Other info: Join a passionate team that values positivity, impact, and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
Are you passionate about empowering others, sharing knowledge, and creating a supportive team environment? Do you thrive in a role where you can combine your technical understanding with coaching, leadership, and mentorship?
At Cloud9, we’re excited to offer a newly created role within our Client Support Team (CST): CST Trainer & Lead. This position is ideal for someone who’s ready to step up, support the growth of new team members, and ensure smooth day-to-day operations — all while staying hands-on with technology and client support.
What This Role Offers You
This is a dynamic opportunity to make a real impact on both client outcomes and internal team development. You’ll be responsible for onboarding and training new CST team members, resolving client support tickets, and helping to shape the skills, mindset, and performance of our growing support team. You’ll play a key role in embedding Cloud9’s values and standards, ensuring our CST continues to deliver excellent service while fostering a culture of learning, collaboration, and positive growth.
What You’ll Be Doing
- Induct and Train New Joiners: Deliver engaging and comprehensive onboarding for new team members, including technical systems, processes, and customer support best practices.
- Provide Mentorship and Guidance: Act as a go-to mentor for less experienced CST members, helping them build confidence, problem-solving skills, and consulting capability.
- Manage and Resolve Support Tickets: Remain hands-on by addressing client issues across the Microsoft Dynamics 365 platform, serving as an escalation point for complex cases.
- Support Team Development: Work with the CST Lead to identify training needs, shape development plans, and track progress of team members’ learning journeys.
- Enhance Team Collaboration: Promote knowledge sharing, facilitate internal training sessions, and contribute to a culture of feedback and continuous improvement.
- Ensure Quality and Best Practice: Uphold high standards in client interactions, documentation, and use of our internal playbook — leading by example.
Who This Role Is Perfect For
- You’re an experienced CST member or support professional who’s ready to take on a leadership and development role.
- You love helping others grow, and have a knack for explaining things clearly and empathetically.
- You have solid technical foundations in Microsoft technologies and enjoy solving problems.
- You’re organised, proactive, and committed to delivering both client and team success.
- You thrive in a fast-paced, people-first environment where learning and improvement are constant.
- You’re looking for a long-term opportunity to shape the growth of others while continuing your own.
Why Join Cloud9
- Grow While Helping Others Grow: Get ongoing support to develop your leadership, coaching, and consulting skills while making a difference in the careers of others.
- Live Our Values: Lovability, Positivity, Impact, Dependability, and Curiosity aren’t just words — they guide how we work every day.
- Work with a Great Team: Be part of a team that genuinely cares about each other and the clients we serve.
- Enjoy the Perks: From Vitality health insurance to unlimited unpaid leave and our lively Brighton office (dog-friendly, ping-pong equipped), we’ve got you covered.
Ready to take your next step as a trainer, mentor, and team leader? Join us and help shape the future of Cloud9’s CST, one team member at a time.
Customer Support Team Trainer & Lead employer: Cloud9
Contact Detail:
Cloud9 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Team Trainer & Lead
✨Tip Number 1
Familiarise yourself with Microsoft Dynamics 365, as this is a key platform for the role. Understanding its functionalities will not only help you in interviews but also demonstrate your technical competence.
✨Tip Number 2
Showcase your mentoring and coaching experiences in previous roles. Prepare specific examples of how you've helped others grow, as this aligns perfectly with the responsibilities of the CST Trainer & Lead position.
✨Tip Number 3
Research Cloud9's values—Lovability, Positivity, Impact, Dependability, and Curiosity. Be ready to discuss how you embody these values in your work and how they resonate with your approach to team leadership.
✨Tip Number 4
Network with current or former employees of Cloud9 if possible. Gaining insights into the company culture and team dynamics can give you an edge in understanding what they truly value in a candidate.
We think you need these skills to ace Customer Support Team Trainer & Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer support and training. Emphasise any leadership roles or mentoring experiences you've had, as these are crucial for the CST Trainer & Lead position.
Craft a Compelling Cover Letter: In your cover letter, express your passion for empowering others and your commitment to fostering a supportive team environment. Mention specific examples of how you've successfully trained or mentored others in the past.
Showcase Technical Skills: Since the role involves working with Microsoft Dynamics 365, be sure to mention your technical skills and any relevant certifications. Highlight your problem-solving abilities and how they can benefit the team.
Demonstrate Cultural Fit: Research Cloud9's values and incorporate them into your application. Show how your personal values align with theirs, particularly around positivity, dependability, and curiosity, to demonstrate that you would be a great fit for their team.
How to prepare for a job interview at Cloud9
✨Show Your Passion for Empowering Others
Make sure to express your enthusiasm for mentoring and training during the interview. Share specific examples of how you've helped others grow in their roles, as this aligns perfectly with the responsibilities of the Customer Support Team Trainer & Lead position.
✨Demonstrate Technical Proficiency
Since the role requires a solid understanding of Microsoft technologies, be prepared to discuss your technical skills. Highlight any relevant experience you have with Microsoft Dynamics 365 or similar platforms, and be ready to solve a hypothetical client issue on the spot.
✨Emphasise Team Collaboration
Cloud9 values a collaborative environment, so be sure to talk about your experiences working in teams. Discuss how you've promoted knowledge sharing and facilitated training sessions in the past, showcasing your ability to enhance team dynamics.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving and leadership skills. Prepare for scenarios where you might need to resolve a complex client issue or guide a less experienced team member. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
