Job Description

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.

Role Overview

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.

Key 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.

Key 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

.