Trainer - Customer Service / Operations

Taas Partners; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

sugar.fit is seeking a Customer Support & Operations Trainer in Bengaluru to develop people and deliver exceptional customer experiences. The role emphasizes soft-skill development, customer query handling, communication, and process training for the support and operations teams.

You will lead onboarding and ongoing training initiatives, use practical methods like role plays and case studies, and collaborate with Quality and Operations to close skill gaps.

Qualifications

• 2-6 years of experience in Customer Support Training, Operations Training, L&D, or Customer Experience.
• Strong verbal and written communication with presentation and facilitation abilities.
• Startup/health-tech/SaaS or contact-center exposure is a plus.

Responsibilities

• Conduct new-hire onboarding, process training, refresher training, and upskilling sessions for Customer Support and Operations teams.
• Train teams on effective communication, active listening, empathy, customer handling, conflict resolution, and problem-solving.
• Coach employees on handling different types of customer queries, complaints, escalations, and challenging conversations.
• Train teams on products, processes, SOPs, tools, policies, and customer journeys.
• Use role plays, real-life scenarios, case studies, and assessments to make training practical and engaging.
• Work with Quality and Operations teams to identify skill gaps and create focused training interventions.
• Provide regular feedback and coaching to improve communication, customer experience, and process adherence.
• Create and maintain training decks, SOPs, FAQs, assessments, and other learning material.
• Track training effectiveness through QA scores, CSAT, process adherence, productivity, and employee performance.
• Ensure teams stay updated on changes in processes, products, and policies.

Skills

Communication

Training & facilitation

Customer handling

Soft skills coaching

Cross-functional collaboration

Job description

Customer Support & Operations Trainer

Company: sugar.fit
Location: Bengaluru
Experience: 2-6 years
Department: Customer Experience / Operations

About the Role

We are looking for a Customer Support & Operations Trainer who is passionate about developing people and creating exceptional customer experiences. The role will focus on soft-skill development, customer query handling, communication, and process training for our Customer Support and Operations teams.

Key Responsibilities

• Conduct new-hire onboarding, process training, refresher training, and upskilling sessions for Customer Support and Operations teams.
• Train teams on effective communication, active listening, empathy, customer handling, conflict resolution, and problem-solving.
• Coach employees on handling different types of customer queries, complaints, escalations, and challenging conversations.
• Train teams on products, processes, SOPs, tools, policies, and customer journeys.
• Use role plays, real-life scenarios, case studies, and assessments to make training practical and engaging.
• Work closely with Quality and Operations teams to identify skill and process gaps and create focused training interventions.
• Provide regular feedback and coaching to improve communication, customer experience, and process adherence.
• Create and maintain training decks, SOPs, FAQs, assessments, and other learning material.
• Track training effectiveness through QA scores, CSAT, process adherence, productivity, and employee performance.
• Ensure teams are consistently updated on changes in processes, products, and policies.

Skills & Qualifications

• 2-6 years of experience in Customer Support Training, Operations Training, L&D, or Customer Experience.
• Strong verbal and written communication skills with excellent presentation and facilitation abilities.
• Strong understanding of customer service and customer query handling.
• Excellent interpersonal and soft skills, with the ability to coach and motivate teams.
• Strong understanding of customer handling, escalation management, and conflict resolution.
• Ability to simplify and effectively communicate complex processes and SOPs.
• Comfortable conducting role plays, group discussions, and interactive training sessions.
• Strong analytical and problem-solving skills.
• Ability to work collaboratively with Operations, Quality, and other cross-functional teams.
• Experience in a startup, health-tech, SaaS, or contact-center environment is a plus.

Ideal Candidate

Someone who is a great communicator, empathetic, approachable, and confident, with a strong understanding of customer interactions and operational processes. You should enjoy coaching people, identifying gaps, and helping teams deliver better customer experiences with the right process knowledge and communication skills.