Need help scaling our customer service for our growing eCommerce business - job 1 of 3

Hi. We are a growing ecommerce business. We sell high ticket items, but sometimes they can be complicated to use. Our customer service team needs to be educated on how to help customers. We want to build a scalable customer service team that can be manned by overseas workers, but provide the level of support that an expert could provide. We want to do this through training and documentation. What we need is someone who can help us set up a structure and program to help achieve this. Right now we have one customer service guy who is an expert, but we want to allow him some breathing room, while still providing good expert replies to our customers who reach out. We also want to set ourselves up for success long term to grow the CS team. Having 1 expert isn't scalable so we need a better solution and are looking for someone who can help us architect and execute, and implement this solution.