Job Title

Know the Company :PeepalCo is a canopy for brands serving India with tailored wealth-tech products, Making Money Equal for All. Founded by Ashish Singhal, Govind Soni, and Vimal Sagar Tiwari, PeepalCo's products include CoinSwitch and Lemonn. The Group is backed by blue-chip investors including Andreessen Horowitz (a16z), Tiger Global, Peak XV Partners (formerly Sequoia Capital India), Ribbit Capital, Paradigm, and Coinbase Ventures.PeepalCo is the brand name for our Group entity and will house all our wealth-tech brands. The largest of our brands, CoinSwitch, Lemonn will be housed under PeepalCo. For more information, visit: | For media queries, contact: What You Will Do:Design & Deliver Training: Create and facilitate onboarding programs for new hires and /"upskill/" sessions for existing staff on new product features, financial regulations, and soft skillsTraining Needs Identification (TNI): Actively monitor the performance of trainees and tenure agents on the floor to identify knowledge gaps. You won't just wait for mistakes to happen; you will proactively diagnose where the team needs helpContent Development (T&KB): Design well-organized training modules and Knowledge Base (KB) articles. You will ensure all content has clearly identified SMART objectives, catering to a diverse range of learner skill levelsNew Product/Feature Launch Readiness: Create and maintain SOPs, FAQs, Chatbot flows, and Email templates. You will ensure all agents receive proper, timely updates and training for every new product launch or feature updateQuality Auditing: Perform regular evaluations of customer interactions (tickets, chats, and calls) against our Quality Assurance (QA) framework.Data Analysis & Reporting: Use Excel to track performance trends. You won't just report numbers, but also will also share the RCA and POA when neededFeedback & Coaching: Conduct 1:1 coaching sessions with agents to provide actionable feedback, turning QA scores into professional growthProcess Improvement: Identify common customer friction points and work with the Head of Support to update Internal Knowledge Base (IKB) articles and standard operating procedures (SOPs)Stakeholder & Vendor Management: Effectively manage internal stakeholders (Product, Compliance, Engineering) and external vendors to accomplish a shared business vision. You will be the bridge that ensures everyone is aligned on quality standardsWhat You Should Have:Experience: Minimum of 2-3 years of experience in Training or Quality domain, preferably within a fast-paced service environmentAnalytical Skills: Strong Excel skills needed. You should be comfortable turning raw data into a clear /"health report/" for the teamCommunication Mastery: Exceptional verbal and written English. You must be able to explain complex financial concepts simply, professionally, and warmlyFintech Intuition: A high level of attention to detail. You understand that in fintech, a small typo can mean a big compliance riskCompliance Mindset: A /"zero-tolerance/" approach to hygiene and security lapses. You understand the gravity of financial data protectionAdaptability: Experience working in a startup or rapidly changing environment where processes are constantly evolvingWhy This Role Matters:Reporting directly to the Head of Customer Support, you will help shape the user experience delivery standard. Your work will positively impact our Customer Satisfaction (CSAT) and First Contact Resolution (FCR) rates, making you a vital player in our company's and team's growthLife at PeepalCoWe take great pride in what we do and are committed to our mission. And we have a lot of fun while at it!Here’s how we do things at PeepalCo:Customer-first: That’s the North Star. Everything we do is to make our users’ investment experience better and simplified.Ownership: We don’t sport lab coats, but we experiment—a lot. And we take ownership. We even have a catchphrase for this: Think big, fail fast, and build better.Data-driven: The source of truth. Simple as that.Fun: PS5, anyone? Or do you prefer Foosball? Or perhaps Carrom? And yes, our HR team has a whole list of activities: Disco nights, offsites, gift boxes, and more!Speaking of lists, the perks and benefits are so extensive, this space isn’t enough. Here are a few:Parenthood: Up to 8 months of Maternity leave and 1 month of Paternity leaveGender Reassignment Surgery: Be the best version of you! We’ll support you and reimburse your medical bill.Disclaimer: We are an equal opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce