Associate Program Manager - Customer Support (Escalations and Soft Skill Trainer)

We are seeking a dedicated learning partner to join our global support team. The ideal candidate will be responsible for enhancing the skills of our product specialists and technical account managers, with a focus on improving soft skills and reducing escalations.Key Responsibilities:

1. Skill Development: Develop and implement training programs aimed at enhancing soft skills, problem solving, customer centricity, and behavioral aspects.
2. Escalation Reduction: Identify common causes for escalations and design strategies to reduce them through effective learning interventions.
3. Performance Tracking: Monitor and evaluate the impact of learning initiatives on the performance of product specialists and the overall efficiency of the global support team.
4. Continuous Learning: Foster a culture of continuous learning and improvement.

Qualifications:

• Education and Experience: Bachelor’s degree in BE/BTech. 4+ years of experience with a minimum of two years as a softskill trainer
• Proven experience in a similar role, preferably within a global support environment.
• Excellent communication and interpersonal skills.
• Strong knowledge of effective learning and development methods.
• Ability to design and execute robust training programs.
• Proficient in tracking and evaluating training outcomes.

  Personal Attributes:

• Passion for learning and skill development.
• Ability to work well in a team-oriented environment.
• Strong problem-solving abilities and adaptability.
• High level of patience and empathy.
• Flexibility to work in shifts.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities, and the business.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.