Customer Training Specialist

About Us

Supy is transforming the restaurant industry with a data-driven inventory management platform. Our solution enables multi-location restaurant groups to cut costs, reduce waste, and maximize profitability through real-time data, actionable insights, and time-saving automation. Join us in redefining restaurant operations through innovative technology and seamless customer experiences.

Role Overview

As a remote Customer Training Specialist at Supy, you will own our training program end to end, building, delivering, and running it as a proper product with its own quality bar and results. Today, training is delivered ad hoc by our Customer Success Managers alongside everything else they do — your mission is to productize it into a structured curriculum, a self-serve video academy, paid training offerings, and a train-the-trainer certification for multi-site groups.

This is a unique opportunity to shape how training is delivered in the region, with strong ownership and visibility in a fast-growing SaaS company.

Key Responsibilities

Curriculum & Content

• Design a standard, repeatable training curriculum for onboarding and post go-live, replacing ad hoc sessions with a defined path from signature to go-live.
• Build and maintain the Supy Academy: record and keep current a video library covering our highest-repeat topics, including stock counts, procurement and GRN, recipes, admin and user roles, POS mapping, reporting, and AI invoicing.

Training Delivery

• Deliver live remote and on-site training across our markets, covering both included onboarding sessions and paid sessions.
• Run hands-on, live walkthroughs in the customer's own account rather than static slide decks.

Program Operations & Growth

• Operate the training credit policy: schedule sessions, track credit consumption, and manage the paid conversation with customers professionally.
• Build and run the train-the-trainer certification so multi-site groups certify one champion per brand instead of booking a session per branch.
• Absorb repeat and refresher training demand from CSMs so their time shifts to adoption, expansion, and churn prevention.

Insights & Collaboration

• Report monthly on training revenue, Success Plan attach, sessions per onboarding, days to go-live, and CSM hours reclaimed.
• Track completion, deflection, attach, and time-to-value, adjusting the program based on what the numbers say.

Qualifications

• 3 to 5 years in customer training, enablement, or onboarding for a B2B SaaS product, delivering live software training to non-technical, operational users such as kitchen, procurement, and finance teams.
• Experience building a video academy, LMS content, or structured curriculum from scratch, not just delivering someone else's materials.
• Comfortable owning a commercial conversation: explaining credits, paid sessions, and plans without damaging the relationship.
• Data-driven mindset with the ability to use data to drive decisions and adjust programs.
• Fluent English; Arabic is a strong plus.
• Willing to travel for on-site training days.

Preferred Attributes

• Restaurant, hospitality, or supply chain operations background.
• Instructional design training or certification.
• Experience with video production and LMS or academy tooling.