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Founder & CEO at Cloud9 Insight | Shortlisted 'Woman of the Year’ category in the Women in IT national awards 2021 | Winner of ‘CRN Cloud Services…
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
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
* Industries
Business Consulting and Services
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