Senior Process Trainer
HyderabadFull-time7–13 yrsPosted 3 weeks ago
Senior customer support role at ModMed Technologies in Hyderabad. Needs 7+ years.
About the role
As the Senior Process Trainer, you will serve as the functional lead for our Customer Success Support enablement function. You will design, establish, and elevate training strategies spanning product, process, soft skills, and operational quality parameters. While this is an Individual Contributor role without formal HR direct reporting, you will provide daily operational direction, mentorship, and project assignment guidance to Product Support Trainers.
What you'll do
- Functional Leadership & Mentorship: Provide daily operational guidance, task prioritization, and assignment leadership to Product Support Trainers
- Act as an onboarding buddy and senior escalation lead to remove learning bottlenecks and support team development
- Training Strategy & Soft Skill Curriculum Design: Establish pedagogical standards and long-term onboarding frameworks
- Design scalable learning paths to reduce ramp time and directly deliver soft skills training across the CS organization
- Cross-Functional Alignment & Release Readiness: Serve as the primary training representative in cross-functional forums with Product, QA, Operations
What you need
- Customer success
- Customer service
- Curriculum development
- SOP writing