Customer Support Trainer

Job Title: Customer Support Trainer

Location: Mumbai (Work from Office during Training; Hybrid on Non-Training Days)

Work Schedule: Monday to Friday | 08:30 PM – 05:30 AM IST

Department: Customer Support – Multiple Divisions

Job Summary:

We are hiring a Customer Support Trainer to lead and deliver impactful training sessions for teams catering to international clients, primarily in the United States. This role demands a highly motivated individual who can drive team performance through structured learning, coaching, and continuous assessments. Candidates with strong communication and customer service skills, even without prior training experience, are encouraged to apply.

Key Responsibilities:

Training Delivery & Facilitation

Conduct classroom and virtual training sessions for new hires and existing employees across multiple support departments.

Deliver onboarding, upskilling, and cross-training modules within deadlines while ensuring training effectiveness.

Adapt training methods based on the process type (voice, non-voice, or blended).

Support Certification & Readiness

Mentor and support trainees to ensure successful completion of internal certifications within defined timelines.

Monitor batch progress and provide timely feedback and intervention.

Assessment & Reinforcement

Conduct regular PKTs (Process Knowledge Tests), quizzes, and mock assessments to check retention.

Track performance and roll out re-training initiatives wherever required.

Training Needs Identification (TNI) & Gap Closure

Collaborate with QA and Ops to identify training needs based on quality insights and floor performance.

Develop and deliver targeted refresher and coaching sessions.

Performance Insights & Reporting

Share weekly performance snapshots and dashboards, showcasing improvements and impact through assessments.

Analyze data to measure training effectiveness and improvement areas.

Process & Stakeholder Alignment

Ensure customer service standards are maintained when trainees interact with clients and internal teams.

Coordinate regularly with Ops, QA, and HR for training alignment with current business goals.

Content Development & Continuous Improvement

Update training material, SOPs, and learning content based on process or policy changes.

Propose and implement innovative training methodologies to boost engagement and outcomes.

Team Involvement & Collaboration

Remain actively engaged with trainees post-certification to ensure application of learning on the floor.

Participate in calibration sessions, team huddles, and performance reviews to support a learning culture