Soft Skills 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.

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

• 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.

Role Requirements

What We Offer