Soft Skills Trainer

About Plum

Process & Customer Service Trainer

About the role

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.

Role Responsibilities

1. Design and deliver onboarding and ongoing training for customer service executives, operations, and support staff.
2. Develop training content, SOPs, and job aids to ensure process consistency.
3. Conduct refresher sessions on product updates, process changes, and soft skills.
4. Partner with Quality & Process Excellence teams to identify skill gaps and create targeted training interventions.
5. Monitor effectiveness of training through assessments, feedback, and performance metrics.
6. Drive customer-first mindset through workshops on empathy, communication, and problem-solving.
7. Maintain a repository of training documents, playbooks, and process manuals.
8. Support the launch of new products, tools, or processes by creating training modules.
9. Act as a bridge between product, operations, and customer support teams to ensure smooth knowledge transfer.

Role Requirements

1. 36 years of experience in training, preferably in customer service, insurance, healthcare, or SaaS/startups.
2. Strong knowledge of customer support processes, quality standards, and performance metrics.
3. Excellent communication and facilitation skills (English, Hindi; regional languages a plus).
4. Experience in creating training content, e-learning modules, or knowledge bases.
5. Ability to work in a fast-paced, dynamic environment with multiple stakeholders.
6. Strong analytical skills to evaluate training impact and link to performance outcomes.
7. 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

  .