Manager, Customer Care Training
Core
Lead training for frontline customer care agents in a financial technology call center, focusing on new hire onboarding, curriculum design, and team leadership to ensure agents handle customer and merchant conversations with accuracy and compliance.
Role type
Manager, Customer Care Training (Hands-on IC with team leadership) (via careerplan.io/jobs/37-001-AA-37B-manager-customer-care-training-at-sunbit)
Builds
New hire onboarding programs, training curriculum, and a Learning Council for a customer care center
Domain
Financial Technology (Fintech) / Customer Service
Required skills
Instructional design, adult learning principles, LMS administration, data analysis (QA, attrition, proficiency metrics), facilitation, regulatory compliance training
Preferred skills
Financial services experience, Workramp platform familiarity, SCORM
Technologies
LMS, Workramp, SCORM
Responsibilities
Own end-to-end new hire onboarding curriculum and schedule; Design and deliver training on customer service skills, products, and regulatory compliance; Lead, coach, and develop the frontline trainer team; Build and run the Care Learning Council to set training priorities; Measure training outcomes like time-to-proficiency and QA scores.
