Senior Process Trainer

ModMed Technologies India Private Limited; Hyderabad; On-site; INR 1,400,000 - 2,100,000; Full time

Benefits offered by this job

Meals & Snacks

Health Insurance

Wellness Allowance

Paid Leave

Parental Leave

Holidays

Job summary

ModMed Technologies India Private Limited is seeking a Senior Process Trainer in Hyderabad to lead the Customer Success Support enablement function. You will design training strategies spanning product, process and soft skills, mentor trainers, and coordinate with Product, QA and Operations to ensure fast ramp, high quality, and customer delight.

With 5+ years in customer support roles and 7+ years in leadership, you will drive scalable learning paths, audits, and ROI measurement, leveraging LMS

Qualifications

• Bachelor’s degree or equivalent practical experience.
• 5+ years in Customer Support, Customer Success, or Technical Support in SaaS/healthcare tech.
• 7+ years in mentorship, team coordination, or lead roles.
• Hands-on experience delivering process and soft-skill training in customer support ops.
• Experience with call/chat/case audits and coaching plans.

Responsibilities

• Lead daily operational guidance, task prioritization, and assignment leadership for Trainers.
• Design scalable onboarding frameworks and deliver soft skills training across CS.
• Collaborate with Product, QA, and Operations to translate releases into enablement plans.
• Lead audits of SOPs and Knowledge Base content, and conduct call/chat/case audits.
• Facilitate high-visibility enablement programs for major product launches.
• Standardize evaluation frameworks and report on training ROI to CS leadership.

Skills

Instructional design

Adult learning

Group facilitation

Project management

Mentorship

Education

Bachelor's degree or equivalent practical experience

Master’s degree (preferred)

Tools

LMS

e-learning tools

Job description

Join the Team Modernizing Medicine At ModMed, we’re not just building software— we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This 'for doctors, by doctors' philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.

A Culture of Excellence When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes: Consistently ranked as a Top Place to Work 2025 Globee Business Awards: Gold Globee for “Technology Team of the Year” 2025 Black Book Awards: Ranked #1 EHR in 11 Specialties Florida Venture Forum: Venture-Backed Company of the Year. We are growing fast, thinking big, and we are just getting started. Ready to modernize medicine with us?

Job Description Summary

Job Title: Senior Process Trainer Department: Customer Success Support Location: Hyderabad, India Reports To: Director, CS

About ModMed

At ModMed, we place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is simple yet profound: to create a world where our software increases medical practice success and improves patient outcomes. We live by our core values—creating customer delight, saving time, innovating boldly to make things happen, aligning passion with purpose, and thinking big, having fun, and doing good. As our Customer Success Support organization scales in size and product complexity, we are looking for a collaborative, high-energy Senior Process Trainer who embodies these values and is ready to elevate our team’s learning landscape.

Role Purpose

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. You will act as the bridge between cross-functional partners—such as Product, QA, and Operations—ensuring our support teams are empowered, certified, and ready to deliver exceptional customer delight.

How You’ll Make an Impact

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, and Customer Education. Translate upcoming software release updates into structured, actionable enablement plans.

Quality Assurance & Content Audits: Lead audits and peer reviews across training modules, Standard Operating Procedures (SOPs), and Knowledge Base content created by trainers. Conduct call, chat, and case audits to build targeted improvement plans focused on quality and process metrics.

High-Impact Workshop Facilitation: Facilitate complex, high-visibility enablement programs, workshops, and pilot training initiatives for major product launches or workflow updates.

Metrics Tracking & Efficacy Measurement: Standardize evaluation frameworks (such as Kirkpatrick levels) to track training ROI, compliance, and time-to-proficiency milestones. Synthesize performance metrics to identify macro skill gaps and present insights to CS leadership.

What You Bring to the Team

Minimum Qualifications

Education: Bachelor’s degree or equivalent practical experience.

Experience: 5+ years of experience in Customer Support, Customer Success, or Technical Support within a SaaS or healthcare technology ecosystem. 7+ years of experience in formal or informal mentorship, team coordination, or lead roles. Hands-on experience delivering process and soft skill training within customer support operations. Practical knowledge of basic quality parameters across Voice and Chat channels, including experience conducting call, chat, and case audits and executing coaching plans.

Core Competencies: Advanced instructional design skills, mastery of adult learning principles, and strong group facilitation across distributed/virtual teams. Proven ability to manage project timelines and collaborate across functional teams.

Preferred Qualifications

Master’s degree or Bachelor’s degree in Education, Instructional Design, Communications, or Instructional Technology.

Certifications in Adult Learning Principles or Instructional Design. 3+ years in internal corporate training, curriculum framework design, or technical support facilitation. Experience standardizing performance tracking models and training ROI metrics.

Proficiency with Learning Management Systems (LMS) and modern e-learning content creation tools.

Why Join ModMed?

At ModMed, you will do meaningful work alongside passionate teammates in an environment that values innovation, bold ideas, and continuous learning. If you are passionate about mentoring others, building scalable learning frameworks, and directly impacting medical practice success, we’d love to connect!

ModMed Benefits Highlight

• Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk
• Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees
• Allowances: Annual wellness allowance to support your well-being and productivity
• Earned, casual, and sick leaves to maintain a healthy work-life balance
• Bereavement leave for difficult times and extended medical leave options
• Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave
• Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind

It takes more than just a great product to modernize medicine. It takes a great team.

The work we do makes a difference. Our web and mobile applications are transforming healthcare information technology to increase practice efficiency and improve patient outcomes. Our innovative and collaborative culture fuels our growth and creates rewarding and empowering experiences for our team.