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Job Description
Structured overview of role & requirementsAbout This Role
Lead and design training strategies for Customer Success Support encompassing product, process, soft skills, and operational quality.
Provide daily operational direction, mentorship, and task assignment to Product Support Trainers as functional lead.
Serve as cross-functional liaison to align training with product releases and ensure team certification and readiness.
Minimum Requirements
Bachelor’s degree or equivalent practical experience.
5+ years in Customer Support, Customer Success, or Technical Support in SaaS or healthcare technology.
7+ years in mentorship, team coordination, or leadership roles in training context.
Experience conducting call, chat, and case audits and delivering process and soft skill training in customer support operations.
Ideal Candidate Profile
Experienced in instructional design and adult learning principles with strong facilitation skills for distributed teams.
Proven ability to manage cross-functional projects linked to training and product release readiness.
Skilled in driving performance metrics, training ROI measurement, and quality assurance within support enablement functions.