We live by our core values—creating customer delight, saving time, innovating boldly to make things happen, aligning passion with purpose, and thinking big, having fun, and doing good. As our Customer Success Support organization scales in size and product complexity, we are looking for a collaborative, high-energy Senior Process Trainer who embodies these values and is ready to elevate our team’s learning landscape.
Role Purpose
As the Senior Process Trainer, you will serve as the functional lead for our Customer Success Support enablement function. You will design, establish, and elevate training strategies spanning product, process, soft skills, and operational quality parameters.
While this is an Individual Contributor role without formal HR direct reporting, you will provide daily operational direction, mentorship, and project assignment guidance to Product Support Trainers. You will act as the bridge between cross-functional partners—such as Product, QA, and Operations—ensuring our support teams are empowered, certified, and ready to deliver exceptional customer delight.
How You’ll Make an Impact
Functional Leadership & Mentorship: Provide daily operational guidance, task prioritization, and assignment leadership to Product Support Trainers. Act as an onboarding buddy and senior escalation lead to remove learning bottlenecks and support team development.
Training Strategy & Soft Skill Curriculum Design: Establish pedagogical standards and long-term onboarding frameworks. Design scalable learning paths to reduce ramp time and directly deliver soft skills training across the CS organization.
Cross-Functional Alignment & Release Readiness: Serve as the primary training representative in cross-functional forums with Product, QA, Operations, and Customer Education. Translate upcoming software release updates into structured, actionable enablement plans.
Quality Assurance & Content Audits: Lead audits and peer reviews across training modules, Standard Operating Procedures (SOPs), and Knowledge Base content created by trainers. Conduct call, chat, and case audits to build targeted improvement plans focused on quality and process metrics.
High-Impact Workshop Facilitation: Facilitate complex, high-visibility enablement programs, workshops, and pilot training initiatives for major product launches or workflow updates.
Metrics Tracking & Efficacy Measurement: Standardize evaluation frameworks (such as Kirkpatrick levels) to track training ROI, compliance, and time-to-proficiency milestones. Synthesize performance metrics to identify macro skill gaps and present insights to CS leadership.
What You Bring to the Team
Minimum Qualifications
Education: Bachelor’s degree or equivalent practical experience.
Experience
5+ years of experience in Customer Support, Customer Success, or Technical Support within a SaaS or healthcare technology ecosystem.7+ years of experience in formal or informal mentorship, team coordination, or lead roles.Hands-on experience delivering process and soft skill training within customer support operations.Practical knowledge of basic quality parameters across Voice and Chat channels, including experience conducting call, chat, and case audits and executing coaching plans.
Core Competencies: Advanced instructional design skills, mastery of adult learning principles, and strong group facilitation across distributed/virtual teams. Proven ability to manage project timelines and collaborate across functional teams.
Preferred Qualifications
Master’s degree or Bachelor’s degree in Education, Instructional Design, Communications, or Instructional Technology.
Certifications in Adult Learning Principles or Instructional Design.
3+ years in internal corporate training, curriculum framework design, or technical support facilitation.
Experience standardizing performance tracking models and training ROI metrics.
Proficiency with Learning Management Systems (LMS) and modern e-learning content creation tools.
Why Join ModMed?
At ModMed, you will do meaningful work alongside passionate teammates in an environment that values innovation, bold ideas, and continuous learning. If you are passionate about mentoring others, building scalable learning frameworks, and directly impacting medical practice success, we’d love to connect!
ModMed Benefits Highlight: At ModMed, we believe it’s important to offer a competitive benefits package designed to meet the diverse needs of our growing workforce. Eligible Modernizers can enroll in a wide range of benefits:
Meals & Snacks: Enjoy complimentary office lunches & dinners on select days and healthy snacks delivered to your desk,
Insurance Coverage: Comprehensive health, accidental, and life insurance plans, including coverage for family members, all at no cost to employees,
Allowances: Annual wellness allowance to support your well-being and productivity,
Earned, casual, and sick leaves to maintain a healthy work-life balance,
Bereavement leave for difficult times and extended medical leave options,
Paid parental leaves, including maternity, paternity, adoption, surrogacy, and abortion leave,
Celebration leave to make your special day even more memorable, and company-paid holidays to recharge and unwind.
PHISHING SCAM WARNING: ModMed is among several companies recently made aware of a phishing scam involving imposters posing as hiring managers recruiting via email, text and social media. The imposters are creating misleading email accounts, conducting remote "interviews," and making fake job offers in order to collect personal and financial information from unsuspecting individuals. Please be aware that no job offers will be made from ModMed without a formal interview process, and valid communications from our hiring team will come from our employees with a ModMed email address (first.lastname@modmed.com). Please check senders’ email addresses carefully. Additionally, ModMed will not ask you to purchase equipment or supplies as part of your onboarding process. If you are receiving communications as described above, please report them to the FTC website.
ModMed Technologies India Private Limited follows a strict, merit-based and transparent recruitment process conducted only through official and authorized channels.
We do not
Charge any fees, processing charges, or amount by any nomenclature, whether as a fee or deposit at any stage of the recruitment process;
Authorise any individual, employee, or third party to collect any such payments (regardless of nomenclature) to offer or facilitate or recruitment opportunities; or
Conduct hiring via informal messaging apps or personal email IDs.
All official communication is made only through verified channels, our website, and recognised recruitment platforms.
We strongly advise candidates not to share personal/financial information or make any payments in response to suspicious communications. Any such instances may be reported to us at hrcompliance@modmed.com .
ModMed Technologies India Private Limited will not be responsible for any loss arising from fraudulent or unauthorised communications.
