Job Title: Training & Development Lead – (Customer Support/ BPO)
Location: Nagpur
About Habuild:
Habuild is India’s first habit-building platform — starting with daily yoga. Our mission is to make habit building simple, consistent, and joyful for every household. Whether you're 3 or 91, we help you show up daily.
Trusted by over 1 Crore members from 100+ countries, we’re redefining how people build lasting wellness habits through daily consistency, expert guidance, and community-driven care.
As we grow rapidly, we’re looking for a strong people and process leader to manage our member support function across calling, email, and backend coordination with yoga/physio experts and data/Payment teams. If you thrive in high-growth environments and care deeply about customer experience, this role is for you.
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
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Design role-specific onboarding journeys for Chat, Calling, and other agents
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Ensure new hires are quality-certified within stipulated weeks
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Align onboarding with live systems (AI QC dashboard, SOPs, chat tools)
Performance Coaching & Micro-Learning
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Use QC dashboards and chat samples to identify coaching needs
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Collaborate with leads to embed feedback loops into daily ops
SOP & Knowledge Management
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Own and update internal SOPs and knowledge base
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Standardize playbooks for repeated query types and quality issues
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Align human training with AI bot training
Capability Building & Certification
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Define skill tiers (e.g., L1, L2, Specialist) and design assessments
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Track agent progression through certification and feedback
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Draw repeat learning programs and refreshers
Insights & Continuous Learning
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Identify training themes from escalations and chat quality trends
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Turn real conversations into case studies and coaching tools
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Work with Product/Marketing to ensure training reflects product updates and brand tone
What We’re Looking For
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4–7 years of experience in L&D, support enablement, or customer success training
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Exposure to chat-based support environments (WhatsApp, Zendesk, Intercom, etc.)
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Strong instructional design and coaching facilitation skills
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Comfort working with dashboards, tagging systems, and chat transcript analysis
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High empathy + strong communication and process thinking
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Bonus: Experience with AI tools in support or content operations
Why Join Us?
Mission-first: Help people transform their lives through daily wellness habits.
Ownership & Impact: Lead one of the most critical touchpoints between Habuild and our members.
Cross-functional Role: Work closely with expert teams, product, and leadership.
People-first Culture: Join a team that values empathy, discipline, and real-world results.
