Sr Process Trainer

Job highlights

• You will act as the bridge between cross-functional partners,such as Product,QA,and Operations,ensuring our support teams are empowered,certified,and ready to deliver exceptional customer delight
• Education: Bachelors degree or equivalent practical experience.
• Minimum Qualifications
• Preferred Qualifications

Job Description Summary

Job Title: Senior Process Trainer

Department: Customer Success Support

Location: Hyderabad, India

Reports To: Director, CS

Role Purpose

As the Senior Process Trainer, you will serve as the functional lead for our Customer Success Support enablement function. You will design, establish, and elevate training strategies spanning product, process, soft skills, and operational quality parameters.

While this is an Individual Contributor role without formal HR direct reporting, you will provide daily operational direction, mentorship, and project assignment guidance to Product Support Trainers. You will act as the bridge between cross-functional partners, such as Product, QA, and Operations, ensuring our support teams are empowered, certified, and ready to deliver exceptional customer delight.

How You'll Make an Impact

• Functional Leadership Mentorship: Provide daily operational guidance, task prioritization, and assignment leadership to Product Support Trainers. Act as an onboarding buddy and senior escalation lead to remove learning bottlenecks and support team development.
• Training Strategy Soft Skill Curriculum Design: Establish pedagogical standards and long-term onboarding frameworks. Design scalable learning paths to reduce ramp time and directly deliver soft skills training across the CS organization.
• Cross-Functional Alignment Release Readiness: Serve as the primary training representative in cross-functional forums with Product, QA, Operations, and Customer Education. Translate upcoming software release updates into structured, actionable enablement plans.
• Quality Assurance Content Audits: Lead audits and peer reviews across training modules, Standard Operating Procedures (SOPs), and Knowledge Base content created by trainers. Conduct call, chat, and case audits to build targeted improvement plans focused on quality and process metrics.
• High-Impact Workshop Facilitation: Facilitate complex, high-visibility enablement programs, workshops, and pilot training initiatives for major product launches or workflow updates.
• Metrics Tracking Efficacy Measurement: Standardize evaluation frameworks (such as Kirkpatrick levels) to track training ROI, compliance, and time-to-proficiency milestones. Synthesize performance metrics to identify macro skill gaps and present insights to CS leadership.

What You Bring to the Team

Minimum Qualifications

• Education: Bachelor's degree or equivalent practical experience.
• Experience: 5+ years of experience in Customer Support, Customer Success, or Technical Support within a SaaS or healthcare technology ecosystem. 7+ years of experience in formal or informal mentorship, team coordination, or lead roles. Hands-on experience delivering process and soft skill training within customer support operations. Practical knowledge of basic quality parameters across Voice and Chat channels, including experience conducting call, chat, and case audits and executing coaching plans.
• Core Competencies: Advanced instructional design skills, mastery of adult learning principles, and strong group facilitation across distributed/virtual teams. Proven ability to manage project timelines and collaborate across functional teams.

Preferred Qualifications

• Master's degree or Bachelor's degree in Education, Instructional Design, Communications, or Instructional Technology.
• Certifications in Adult Learning Principles or Instructional Design.
• 3+ years in internal corporate training, curriculum framework design, or technical support facilitation.
• Experience standardizing performance tracking models and training ROI metrics.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.