Trainer - Customer Service / Operations

Customer Support & Operations Trainer

Company: sugar.fit
Location: Bengaluru
Experience: 2-6 years
Department: Customer Experience / Operations

About the Role

We are looking for a Customer Support & Operations Trainer who is passionate about developing people and creating exceptional customer experiences. The role will focus on soft-skill development, customer query handling, communication, and process training for our Customer Support and Operations teams.

Key Responsibilities

• Conduct new-hire onboarding, process training, refresher training, and upskilling sessions for Customer Support and Operations teams.
• Train teams on effective communication, active listening, empathy, customer handling, conflict resolution, and problem-solving.
• Coach employees on handling different types of customer queries, complaints, escalations, and challenging conversations.
• Train teams on products, processes, SOPs, tools, policies, and customer journeys.
• Use role plays, real-life scenarios, case studies, and assessments to make training practical and engaging.
• Work closely with Quality and Operations teams to identify skill and process gaps and create focused training interventions.
• Provide regular feedback and coaching to improve communication, customer experience, and process adherence.
• Create and maintain training decks, SOPs, FAQs, assessments, and other learning material.
• Track training effectiveness through QA scores, CSAT, process adherence, productivity, and employee performance.
• Ensure teams are consistently updated on changes in processes, products, and policies.

Skills & Qualifications

• 2-6 years of experience in Customer Support Training, Operations Training, L&D, or Customer Experience.
• Strong verbal and written communication skills with excellent presentation and facilitation abilities.
• Strong understanding of customer service and customer query handling.
• Excellent interpersonal and soft skills, with the ability to coach and motivate teams.
• Strong understanding of customer handling, escalation management, and conflict resolution.
• Ability to simplify and effectively communicate complex processes and SOPs.
• Comfortable conducting role plays, group discussions, and interactive training sessions.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively with Operations, Quality, and other cross-functional teams.
• Experience in a startup, health-tech, SaaS, or contact-center environment is a plus.

Ideal Candidate

Someone who is a great communicator, empathetic, approachable, and confident, with a strong understanding of customer interactions and operational processes. You should enjoy coaching people, identifying gaps, and helping teams deliver better customer experiences with the right process knowledge and communication skills.