Customer Support Trainer

Trainer - Member Services Support (India)

Position Summary

The Trainer will be responsible for designing, delivering, and managing training programs for new hires, advanced skill development, and remediation for Member Services Vendor Support agents. This role ensures agents are equipped with the knowledge, tools, and confidence to deliver exceptional customer experiences. The Trainer will collaborate closely with operations, quality, and management teams to continuously improve training content and methodologies. This position will be responsible, at onset, for becoming a SME in support of our customers, including taking existing training and working production until full proficiency.

Key Responsibilities

• New Hire Training & Onboarding

• Leveraging existing content, your ability to reach subject matter expertise and other SMEs within the business to create the content requirements for impactful training.

• Deliver comprehensive new hire and advanced training programs covering product knowledge, systems, processes, and customer service skills ensuring a well-prepared agent.

• Design and Manage nesting, mentorship, skills verification (new hire and annual), and transition plans as well as tracking/communicating for new hires to ensure smooth integration into production.

• Advanced & Remediation Training

• Design and conduct advanced training sessions for experienced agents to enhance skills and address knowledge gaps (Skills Verification).

• In partnership with the management team, implement targeted remediation training for agents identified through QA, escalations, and other performance indicators.

• Content Development & Continuous Improvement

• Maintain and update training materials to reflect product updates, process changes, and best practices.

• Leverage industry applications and AI tools to turn content into self-paced hosted modules with audio and video components to deliver a professional training experience

• Gather feedback from agents, floor walkers, and QA to improve training effectiveness.

• Over time, own training common skills such as soft skills, tool usage, case management, escalation handling, etc. as needed.

• Certified Coach and Quality Auditor

• During training downtimes, the Trainer will become QA certified and perform quality audits as part of the QA Program.

• Consistently participate in QA calibration to ensure readiness.

• Collaboration

• Partner with management and QA teams to identify training needs based on performance trends.

• Support initiatives to improve agent readiness and reduce time-to-proficiency.

Required Skills & Competencies

• At least 4 years previous experience in training delivery, content creation, and instructional design.

• Strong understanding of contact center operations and customer service principles.

• Excellent communication and presentation skills.

• Ability to simplify complex technical concepts for diverse audiences.

• Proficiency in Paymode product and related SaaS applications (or ability to learn quickly).

• Experience with CRM tools (Salesforce preferred).

• Organizational and time management skills.

Education & Experience

• Bachelor's degree in communications, Business Administration, or related field (preferred).

• 5+ years in customer service or technical support; 3+ year in training or coaching roles.