Soft Skills Trainer - Work from Home Jobs Bangalore

Job Description

About the job

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

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

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