Training & Development Lead – Support

2 weeks ago

Nagpur, Maharashtra, India Habuild Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Job Title:

Training & Development Lead
– Support

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

  • 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

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.

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