Cityflo is a leading app-based mobility platform transforming urban transportation across Mumbai, Hyderabad, Delhi/NCR, Pune, Chennai and Kolkata. With a decade of operational and technology expertise, we have built a strong reputation for reliability, service quality, and customer satisfaction. We partner with organisations to streamline employee transportation, offering safe, predictable, and comfortable commute solutions that enhance employee experience and drive productivity.

Today, our fleet of 1000+ buses and 2000+ cabs services over 5 lakh passengers every month. We are now entering an aggressive growth phase — and we're looking for a Head of Cityflo Corporate to own and scale this vertical.

Website: https://www.cityflo.com/App: https://bnc.lt/cityflo/

Funding news: https://inc42.com/buzz/app-based-bus-service-cityflo-bags-7-7-mn-from-lightbox-to-expand-service

About the Role

Cityflo is looking for a Customer Support Trainer who can elevate both the mindset and the method of our support team. This is a dual-mandate role: one half is behavioral — building ownership, empathy, and a resolution-first attitude in a real-time operational environment — and the other half is process — owning process training and refreshers end-to-end (identifying gaps via TNA, designing and delivering the training, and measuring whether it actually moved the numbers).

You'll work at the intersection of culture and process: designing the workshops that shape how agents think, running the process/product training that shapes how they work, and building the frameworks (TNA, onboarding tracks, scorecards, IDPs, calibration sessions) that make sure both show up consistently in every customer interaction — call, chat, or ticket.

Key Responsibilities

1. Culture & Behavioral Development

- Drive a culture of ownership, accountability, and customer-first thinking across the support team.
- Conduct behavioral and developmental interventions to improve professionalism, attitude, and workplace discipline.
- Build a "resolution mindset" — proactive problem-solving over transactional ticket closure — reinforced through real call/chat audits, not just theory.

2. Soft Skills & Communication Excellence

- Raise verbal and written communication standards across all customer touchpoints (calls, in-app Bus Chat, tickets, email).
- Run structured workshops on: empathy & active listening, difficult customer handling, conflict management, professional communication, tone & language, confidence building, and CX excellence.
- Maintain a communication standards playbook (tone guidelines, sample responses, do's/don'ts) that's version-controlled and updated as customer feedback trends shift.

3. Onboarding & Certification (New)

- Own the new-hire training curriculum: product knowledge (bookings, subscriptions, rescheduling, cancellations, refunds), tools, and behavioral standards.
- Design a structured ramp plan (e.g., classroom → shadowing → supervised live handling → certified independent handling) with clear go-live criteria.




- Run certification assessments before agents go live, and periodic re-certification for existing agents on policy or process updates.

4. Training Needs Analysis — TNA (Current)

- Run a structured TNA process on a defined cadence (e.g., monthly/quarterly) to identify what training is actually needed, using:
- QA scores and audit findings
- CSAT/NPS verbatims and escalation trends
- Policy or process changes from Ops/Product (e.g., updated cancellation or rescheduling rules)
- Team Leader and Manager input, and agent self-assessment
- Prioritize identified gaps into a training backlog — behavioral vs. process vs. product — and translate them into a training plan with target audience, timeline, and expected outcome.
- Re-run TNA after major process/policy changes or in response to spikes in errors or escalations, not only on the fixed cycle.

5. Process Training, Refreshers & Delivery Ownership (New)

- Own end-to-end delivery of process training — you are directly responsible for designing and running training on policies, tools, and workflows (booking flows, cancellations, rescheduling, refunds, escalation matrix, ticketing/CRM usage), not just the behavioral curriculum.
- Own the refresher training calendar: recurring sessions to reinforce process/product knowledge, close out recurring errors, and roll out policy changes before or as they go live.
- Maintain version-controlled process training content in sync with Ops/Product so agents are always trained on the current policy, not a stale version.
- Build quick-hit refresher formats (huddles, micro-learning modules, job aids) for time-sensitive updates, alongside formal refresher sessions for larger changes.

6. Measuring Training Outcomes (New)

- Define pre/post metrics for every training intervention (behavioral or process) — e.g., QA score movement, error rate on the specific process trained, CSAT/escalation trend, certification pass rate.
- Track outcomes at the individual and cohort level, and feed results back into the TNA to close the loop (train → measure → re-train where needed).
- Report training effectiveness — coverage, certification status, refresher completion, and measurable impact — to the CS Manager on a defined cadence.

7. Coaching & Mentorship

- Partner with Team Leaders and Managers to identify behavioral and skill gaps using call/chat quality data, CSAT feedback, and escalation trends.
- Conduct 1:1 coaching sessions for low performers and developing agents.
- Create and track Individual Development Plans (IDPs) with defined timelines, milestones, and re-assessment checkpoints.

8. Quality, Metrics & Process Rigor (New)





- Partner with the Quality team to build/refine QA scorecards and calibrate scoring across QA and Training to ensure consistent standards.
- Track training effectiveness against hard metrics — CSAT, First Contact Resolution (FCR), escalation rate, quality score, AHT where relevant — and adjust training content based on what the data shows.
- Run regular calibration sessions with QA, Team Leaders, and Ops to keep behavioral standards and evaluation criteria aligned.
- Maintain a training calendar, skill matrices, and behavioral scorecards; report on training coverage, certification status, and impact on a defined cadence (e.g., monthly) to the CS Manager.
- Will be responsible for doing audits across all the channels.

9. Performance Culture & Engagement

- Drive initiatives around ownership culture, accountability, team collaboration, and professional growth mindset.
- Design engagement mechanisms (recognition programs, roleplay contests, team huddles) that reinforce desired behaviors day-to-day, not just in training rooms.

10. Customer-Centric Initiatives

- Analyze recurring customer pain points (from tickets, escalations, app reviews, NPS/CSAT verbatims) and translate them into targeted behavioral or process training.
- Build training content around real-time commute operations context — boarding issues, ETA/tracking queries, driver-related escalations — so training reflects the actual nature of Cityflo's support volume.

11. Learning & Development Framework

- Design continuous learning programs blending behavioral excellence with process/product knowledge.
- Build and maintain development trackers, skill matrices, and behavioral scorecards.
- Run roleplays, workshops, simulations, and group activities - and where possible, use an LMS or tracker to record completion, scores, and follow-up actions.

12. Stakeholder Collaboration

- Partner with Operations, Quality, and Team Leaders to uplift service standards and team maturity.
- Support leadership in driving long-term people development initiatives, including sharing training impact data to inform workforce and process decisions.

Success Metrics (New)

- Agent CSAT / QA scores pre- vs. post-training
- New-hire time-to-certification and early-tenure quality scores
- Reduction in repeat escalations tied to behavioral/communication gaps
- IDP closure rate and re-assessment outcomes
- Training coverage and certification compliance across the team
- TNA-to-training turnaround time, and % of identified gaps addressed
- Refresher completion rate and pre/post error or quality-score movement on the specific process trained.

Preferred Experience

- 4–8 years in Training, L&D;, Behavioral Training, or Customer Experience Coaching
- Prior experience in BPO, customer support, mobility, transport, logistics, or service industry preferred
- Experience handling frontline support teams, and building/running certification or quality calibration processes, is highly desirable

If this sounds like you or got a reference, please share your CV on [email protected]

📌 Trainer - Customer Support (Thane)
🏢 Cityflo
📍 Thane