Join the Team Modernizing Medicine
At ModMed , we’re not just building software—we’re reimagining the healthcare experience. Founded in 2010 by a practicing physician and a successful tech entrepreneur, we took a radically different approach: we hired doctors and taught them how to code. This "for doctors, by doctors" philosophy has allowed us to create an AI-enabled, specialty-specific cloud platform that places patients at the center of care.
A Culture of Excellence
When you join ModMed, you’re joining an award-winning team recognized for innovation and employee satisfaction. From our global headquarters in Boca Raton Florida, and extensive employee base in Hyderabad India, we are a team of 4,500+ passionate problem-solvers on a mission to increase medical practice success and improve patient outcomes:
Consistently ranked as a Top Place to Work
2025 Globee Business Awards: Gold Globee for “Technology Team of the Year”
2025 Black Book Awards: Ranked #1 EHR in 11 Specialties
Florida Venture Forum: Venture-Backed Company of the Year
We are growing fast, thinking big, and we are just getting started.
Ready to modernize medicine with us?
Job Description Summary:
Job Title: Senior Process Trainer
Department: Customer Success Support
Location: Hyderabad, India
Reports To: Director, CS
About ModMed
At ModMed, we place doctors and patients at the center of care through an intelligent, specialty-specific cloud platform. Our vision is simple yet profound: to create a world where our software increases medical practice success and improves patient outcomes.
We live by our core values—creating customer delight, saving time, innovating boldly to make things happen, aligning passion with purpose, and thinking big, having fun, and doing good. As our Customer Success Support organization scales in size and product complexity, we are looking for a collaborative, high-energy Senior Process Trainer who embodies these values and is ready to elevate our team’s learning landscape.
Role Purpose
As the Senior Process Trainer, you will serve as the functional lead for our Customer Success Support enablement function. You will design, establish, and elevate training strategies spanning product, process, soft skills, and operational quality parameters.
While this is an Individual Contributor role without formal HR direct reporting, you will provide daily operational direction, mentorship, and project assignment guidance to Product Support Trainers. You will act as the bridge between cross-functional partners—such as Product, QA, and Operations—ensuring our support teams are empowered, certified, and ready to deliver exceptional customer delight.
How You’ll Make an Impact
Functional Leadership & Mentorship: Provide daily operational guidance, task prioritization, and assignment leadership to Product Support Trainers . Act as an onboarding buddy and senior escalation lead to remove learning bottlenecks and support team development.
Training Strategy & Soft Skill Curriculum Design: Establish pedagogical standards and long-term onboarding frameworks . Design scalable learning paths to reduce ramp time and directly deliver soft skills training across the CS organization.
Cross-Functional Alignment & Release Readiness: Serve as the primary training representative in cross-functional forums with Product, QA, Operations, and Customer Education . Translate upcoming software release updates into structured, actionable enablement plans.
Quality Assurance & Content Audits: Lead audits and peer reviews across training modules, Standard Operating Procedures (SOPs), and Knowledge Base content created by trainers . Conduct call, chat, and case audits to build targeted improvement plans focused on quality and process metrics.
High-Impact Workshop Facilitation: Facilitate complex, high-visibility enablement programs, workshops, and pilot training initiatives for major product launches or workflow updates .
Metrics Tracking & Efficacy Measurement: Standardize…