Soft Skills & Process Trainer

About Plum

Plum is on a mission to transform employee health insurance and benefits in India. We provide modern, transparent, and hassle-free healthcare experiences backed by cutting-edge technology and empathetic customer support. To support our fast-growing customer base, we are looking for a dynamic Process & Customer Service Trainer who can build strong training programs, empower teams, and elevate service standards.

Role Overview

As a Process & Customer Service Trainer, you will be responsible for designing, delivering, and monitoring training programs that ensure our customer service and operations teams are well-equipped to handle queries, resolve issues, and provide a world-class experience to our customers. You will collaborate with stakeholders across Customer Experience, Operations, and Quality to create consistent, effective, and scalable learning solutions.

Key Responsibilities

• Design and deliver onboarding and ongoing training for customer service executives, operations, and support staff.

• Develop training content, SOPs, and job aids to ensure process consistency.

• Conduct refresher sessions on product updates, process changes, and soft skills.

• Partner with Quality & Process Excellence teams to identify skill gaps and create targeted training interventions.

• Monitor effectiveness of training through assessments, feedback, and performance metrics.

• Drive customer-first mindset through workshops on empathy, communication, and problem-solving.

• Maintain a repository of training documents, playbooks, and process manuals.

• Support the launch of new products, tools, or processes by creating training modules.

• Act as a bridge between product, operations, and customer support teams to ensure smooth knowledge transfer.

Key Requirements

• 3–6 years of experience in training, preferably in customer service, insurance, healthcare, or SaaS/startups.

• Strong knowledge of customer support processes, quality standards, and performance metrics.

• Excellent communication and facilitation skills (English, Hindi; regional languages a plus).

• Experience in creating training content, e-learning modules, or knowledge bases.

• Ability to work in a fast-paced, dynamic environment with multiple stakeholders.

• Strong analytical skills to evaluate training impact and link to performance outcomes.

• Passion for customer experience and process excellence.

What We Offer

• Opportunity to shape the customer service culture of a rapidly growing health-tech startup.

• Work with a young, passionate, and mission-driven team.

• Competitive compensation and benefits package.

• A culture of learning, ownership, and innovation.