Job Description

About the Role

We are looking for a Training & L&D Lead to design and deliver end-to-end learning programs for our Support Team. You'll work closely with Chat Support, Calling, Payments, and Data Ops teams, and use insights from our AI-powered Quality Control system to drive targeted coaching, onboarding, SOP creation, and continuous improvement.
This is a high-impact, cross-functional role for someone who thrives at the intersection of people development, systems thinking, and empathy-led operations.

What You'll Do

Onboarding & Role Readiness

Design role-specific onboarding journeys for Chat, Calling, and other agents Ensure new hires are quality-certified within stipulated weeks Align onboarding with live systems (AI QC dashboard, SOPs, chat tools)

Performance Coaching & Micro-Learning

Use QC dashboards and chat samples to identify coaching needs Collaborate with leads to embed feedback loops into daily ops

SOP & Knowledge Management

Own and update internal SOPs and knowledge base Standardize playbooks for repeated query types and quality issues Align human training with AI bot training

Capability Building & Certification

Define skill tiers (e.g., L1, L2, Specialist) and design assessments Track agent progression through certification and feedback Draw repeat learning programs and refreshers

Insights & Continuous Learning

Identify training themes from escalations and chat quality trends Turn real conversations into case studies and coaching tools Work with Product/Marketing to ensure training reflects product updates and brand tone

What We're Looking For

3-7 years of experience in L&D, support enablement, or customer success training Exposure to chat-based support environments (WhatsApp, Zendesk, Intercom, etc.) Strong instructional design and coaching facilitation skills Comfort working with dashboards, tagging systems, and chat transcript analysis High empathy + strong communication and process thinking * Bonus: Experience with AI tools in support or content operations