Customer Support Trainer

About the role

We are seeking a Customer Support Trainer to design, deliver and manage training programs for our Member Services Vendor Support agents in India. The role will ensure new hires and existing agents have the product knowledge, system expertise and customer service skills needed to provide exceptional experiences.

Key responsibilities

• Design and deliver comprehensive new‑hire onboarding and advanced training covering product knowledge, systems, processes and service skills.
• Manage nesting, mentorship, skills verification and transition plans for new agents.
• Create and conduct remediation and up‑skill sessions for agents identified through QA or performance metrics.
• Maintain and continuously improve training materials, converting content into self‑paced modules with audio/video using AI‑enabled tools.
• Gather feedback from agents, floor walkers and QA to refine training effectiveness.
• During downtime, become QA‑certified and perform quality audits, participating in calibration sessions.
• Partner with operations, quality and management teams to identify training needs and reduce time‑to‑proficiency.

Required profile

• Strong communication and presentation abilities.
• Experience designing and delivering training for contact‑center environments.
• Ability to become subject‑matter expert on products and processes quickly.
• Collaborative mindset to work with operations, quality and management teams.
• Detail‑oriented with a focus on continuous improvement.

Required skills

• Proficiency with Learning Management System tools.
• Familiarity with AI content creation tools.
• Knowledge of quality assurance processes in a support setting.