Customer Support Trainer

Bottomline; India; On-site; INR 600,000 - 800,000; Full time

Job summary

Dormont Manufacturing Co in India is seeking a Trainer for Member Services Support. This role involves designing and delivering training programs for new hires and enhancing existing agents' skills, ensuring they are equipped to provide exceptional customer experiences.

The ideal candidate will have extensive experience in training delivery, instructional design, and a strong grasp of customer service principles. A Bachelor’s degree and knowledge of CRM tools are preferred.

Qualifications

• At least 4 years of experience in training delivery, content creation, and instructional design.
• Strong understanding of contact center operations.
• Excellent communication and presentation abilities.

Responsibilities

• Design and deliver training programs for new hires and advanced skills.
• Maintain and update training materials and gather feedback.
• Collaborate with management to identify training needs.

Skills

Training delivery

Content creation

Customer service principles

Excellent communication

CRM tools knowledge

Time management

Education

Bachelor’s degree in communications, business administration

Tools

Paymode product

Salesforce

Job description

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 collaborates closely with operations, quality, and management teams to continuously improve training content and methodologies. The position will also serve as a subject‑matter expert for customer support, including taking existing training and working in production until full proficiency.

Key Responsibilities

• New Hire Training & Onboarding – Leveraging existing content, reach subject‑matter experts and other SMEs within the business to create 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, tracking and 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 of common skills such as soft skills, tool usage, case management, escalation handling, etc. as needed.
• Certified Coach and Quality Auditor – During training downtimes, 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 of 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+ years in training or coaching roles.

We’re proud to be an equal‑opportunity employer, committed to creating an inclusive and open environment for everyone.