We're looking for a hands-on Sales and Support Trainer who can turn new and existing customer-care executives into confident, product-fluent performers across both inside sales (tele-calling) and customer support (voice/chat). You'll own onboarding, ongoing product training, and quality coaching, making sure every agent can explain Bachatt simply, pitch SIPs persuasively, and resolve user issues with empathy and accuracy. This is a build-from-scratch role: you'll design the training curriculum, content, and certification standards that the team runs on.

The candidate will have responsibilities across the following functions:

Product and Onboarding Training:

• Onboard every new sales and support hire on the Bachatt product daily SIPs, mutual funds, returns, withdrawals, KYC, PAN, UPI mandates, and the overall savings journey.
• Translate financial and fintech concepts into simple, relatable language agents can use with shopkeepers, gig workers, and daily earners.
• Build and maintain a structured training curriculum: modules, decks, mock calls, role-plays, and quick-reference guides.
• Run regular refresher and upskilling sessions as the product, features, and policies evolve.

Inside Sales Enablement:

• Train callers on pitching SIP activations, objection handling, and converting warm inbound leads.
• Coach on call openings, cohort-specific scripts, and closing techniques that lift conversion.
• Sit in on live and recorded calls to give targeted, practical feedback.

Customer Support Enablement:

• Train support agents (voice/chat) on resolving common queries: withdrawals, UPI issues, KYC, PAN, and account questions within SLAs.
• Teach escalation flows, SOP usage, and the balance of empathy with efficiency.
• Help build and keep the knowledge base and support scripts accurate and easy to use.

Quality, Assessment and Content:

• Certify agents through assessments and mock evaluations before they go live.
• Audit calls and chats for quality, flag gaps, and run focused coaching loops.
• Partner with product, operations, and the Customer Service Manager to keep training aligned with reality and to surface recurring user pain points.
• Embed compliance and data-protection practices (including DPDP requirements) into all training.

Requirements:

• Minimum 2+ years in training, L& D, or quality coaching, ideally for sales and/or support teams.
• Strong communication in Hindi and English (written + verbal); able to explain finance simply.
• Comfortable with financial products (mutual funds, SIPs) or a quick, eager learner of them.
• Familiarity with CRM/telephony/chat tools (e. g., Zoho, Freshdesk, Exotel, etc. )
• Ability to create training content decks, scripts, role-plays, assessments.
• Prior experience in a fintech/startup or BFSI environment preferred.
• Patient and energetic, knows how to motivate, correct, and certify without losing the room.

What Success Looks Like:

• New hires ramp faster and hit sales/support targets sooner after onboarding.
• Consistently high call and chat quality scores across both teams.
• Strong SIP conversion from warm leads and 90%+ tickets resolved within 24 hours.
• A confident, product-fluent, customer-friendly team that improves month over month.