Training & Development Lead - Community Support

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. Youll 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.

To Apply:

Please fill up the application form -

https://habuild.keka.com/careers/jobdetails/94055

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 Were 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