Job Description

About Cashkaro

CashKaro is India's #1 cashback platform, trusted by over 25 million users! We drive more sales for Amazon, Flipkart, Myntra, and Ajio than any other paid channel, including Google and Meta. Backed by legendary investor Ratan Tata and a recent $16 million boost from Affle, we're on a rocket ship journey--already surpassing ?300 crore in revenue and racing towards ?500 crore. EarnKaro, our influencer referral platform, trusted by over 500,000 influencers, sends more traffic to leading online retailers than any other platform. Whether it's micro-influencers or top- tier creators, they choose EarnKaro to monetize their networks. Here at EarnKaro, we empower influencers, content creators, and everyday users to monetize their reach by sharing affiliate links. Bank Karo is a one-stop solution, that helps customers to acquire the best financial product by analysing, the customer's needs for products such as Credit Card/ PL/STPL, or Mutual funds, etc.

Overview

We are looking for a strategic and hands-on Sr. Trainer / TL - Training & Development professional to lead end-to-end training initiatives for our fast-growing e-commerce support operations. This role is ideal for someone who thrives in performance-driven environments, brings strong experience in building scalable learning programs, and is confident in demonstrating tangible impact through data-driven training outcomes. This role requires strong ownership, data-backed decision-making, and the ability to drive behavioural change that reflects in CSAT, AHT, FCR, and quality scores.

Key Responsibilities

Training Content Design:

Design and develop customized training courses -- both recurring and based on Training Needs Identification (TNI)

Knowledge Base Management:

Ensuring well-structured, visually appealing & up-to date content on Knowledge Base along with periodical audits.

Training Delivery:

Conduct engaging weekly/monthly sessions across CS verticals.

Strategy & Planning:

Build quarterly and annual training calendars based on business needs, performance metrics, and feedback loops.

Performance Interventions:

Identify root causes of low performance and create targeted programs for improvement.

Cross-Functional Collaboration:

Work with Ops, QA, Product, and HR to ensure training is aligned with process changes and product launches.

Impact Reporting:

Define and track success metrics such as CSAT, AHT, FCR, and quality scores.

Self-Learning Ecosystem:

Create tools like cheat sheets, agent tutorials, and wikis to encourage self-help and ongoing learning.

Must-Have Skills

Prior experience or understanding of e-commerce customer support workflows.
4-6 years of training experience, including at least 2 years in a lead role
Strategic thinking and team management skills.
Stakeholder collaboration and performance ownership.
Experience handling trainers and leading end-to-end programs.
Confident in training impact tracking and reporting using metrics

Good To Have

Experience in leading training for e-commerce or B2C businesses
Skilled in LMS setup or automation.
Can define learning journeys for different roles or levels.