Customer Support Trainer

About Aramya

Our vision is to build some of the world's most loved fashion and lifestyle brands and enable people to express themselves.

We're well funded, with $20M raised from marquee investors like Accel, Z47 and industry veterans. Our first brand, Aramya, launched in 2024, achieved 40 Cr in revenue in its very first year, powered by a proprietary supply chain, in-house manufacturing, and data-led designing.

Today, we're operating at a 200 Cr ARR and scaling fast across D2C and retail stores.

Website: www.aramya.in

Our Team: https://shorturl.at/l6uYJ

About Role

We are looking for a passionate and proactive Customer Support Head Trainer who understands the nuances of D2C brands (especially in fashion or ethnic wear) and has hands-on experience in training customer support teams.

This role is central to building a high-performing support function by creating strong training frameworks, enhancing agent capabilities, and ensuring consistently high-quality customer interactions across chats and calls.

Key Responsibilities

• Lead and manage all training programs for customer support agents across SOPs, mock chats, and customer handling techniques
• Develop and refine training content aligned with industry best practices; ensure communication playbooks are ready for all scenarios
• Monitor and evaluate training effectiveness; iterate programs based on business needs
• Create engaging presentations, assessments, and visual learning aids tailored for support roles
• Drive onboarding training for new hires and refresher programs for existing team members through continuous corrective plans and feedback loops
• Track training impact using KPIs such as CSAT, NPS, and customer feedback
• Act as a POC for agents, providing real-time guidance on chats, tickets, and edge-case scenarios

Key Qualification & skills

• 23 years of experience in customer support training, preferably in high chat volume environments
• Strong communication , stakeholder management & presentation skills
• Proficiency in MS PowerPoint
• Proven ability to design and deliver impactful training programs
• Passion for elevating customer experience and driving continuous improvement
• Strong understanding of workforce management, and CX metrics