Job Description

About Keen
At Keen, we don't just deliver services -- we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.
Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.
We're not a legacy BPO. We're a partner in growth -- and that's where you come in.
About the Role
We're hiring a Learning Specialist to lead training and development for a global client in the POS (point of sale) tech and food delivery space. You'll be responsible for onboarding new hires, coaching agents on tools and workflows, and delivering engaging, high-impact training that sets the tone for support excellence.
This is a hands-on, fast-paced role ideal for someone who knows how to turn complex systems into confident knowledge -- especially in CX environments tied to food tech, merchant platforms, and real-time operations.
What You'll Do

• Own the onboarding and training experience for new hires and upskilling needs for current agents
• Facilitate live training sessions focused on CX processes, troubleshooting workflows, customer communication, and platform expertise
• Train agents to navigate POS tools, delivery integrations, SaaS platforms, hardware diagnostics, and escalation protocols
• Collaborate with QA and TLs to identify knowledge gaps and roll out ongoing development sessions
• Build and maintain training documentation, SOPs, and quick-reference materials across tools like Notion and Google Drive
• Monitor ramp-up performance and readiness of new hires in nesting or early live support
• Track knowledge retention and adjust sessions based on learning outcomes and feedback
• Stay aligned with client-side product updates and ensure updates are trained and documented quickly
• Reinforce a culture of learning, accountability, and team-wide excellence

Requirements
What We're Looking For

• 2-4+ years of experience in training, L&D, or instructional roles within CX, BPO, or support organizations
• Experience training teams in food delivery, restaurant tech, POS systems, or similar customer-facing SaaS tools
• Strong facilitation and public speaking skills -- engaging, clear, and structured
• Proven ability to translate technical content into real-world workflows for support teams
• Excellent written and verbal English communication (C1 or higher)
• Tech-savvy with confidence across support platforms like Zendesk, Intercom, Google Workspace, or LMS tools
• Detail-oriented, proactive, and highly organized -- keeps documentation up to date and sessions on track
• Comfortable collaborating across teams and adapting to shifting needs in a fast-changing product environment
• Bonus: Experience supporting U.S. customers or operating within U.S.-aligned support hours

Benefits
What's In It for You

• Competitive full-time compensation
• Collaborative in-office culture based in Foreshore, Cape Town
• Transport and Medical allowances
• Shape the development of a growing, high-impact support team
• Direct exposure to an innovative client in food tech and POS
• Birthday leave + professional development budget
• Be part of a global team that values clarity, ownership, and continuous growth

This is a full-time, in-office role based in Cape Town. Core working hours are 3 pm-12 am SAST (10 am-7 pm EDT), shifting to 4 pm-1 am during U.S. winter hours. Reliable commuting to and from the office is required.