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Aspire is a Series C fintech platform building the financial operating system for global founders, trusted by 50,000+ startups worldwide. The company combines banking, software, and automation to help businesses move faster across borders.
You'll lead Learning & Development initiatives focused on customer experience excellence. This role bridges internal agent training with external customer support, requiring you to own multiple interconnected workstreams.
Key responsibilities include:
**Content & Documentation Management**: Create and maintain clear SOPs for customer service agents to ensure consistent, accurate responses. Develop customer-facing FAQs that enable self-service and reduce support volume. Coordinate with Product, Operations, and CX teams to produce documentation ahead of product launches and process changes. Proactively identify and close documentation gaps by analyzing agent queries and contact drivers. Ensure all recurring customer issues are addressed through well-documented internal and external resources.
**Training & Agent Readiness**: Lead monthly training sessions on product updates, new features, and process changes. Deliver refresher training to keep agents aligned with latest processes and customer expectations. Develop focused, bite-sized learning modules supporting agent readiness. Use Quality scores, CSAT data, and performance trends to identify knowledge gaps and design targeted interventions.
**L&D Operations & Workflow Optimization**: Establish and document standard operating procedures for all L&D processes in a central playbook. Design efficient, scalable workflows for content creation, review cycles, training rollout, and stakeholder alignment. Leverage AI and automation tools to streamline repetitive tasks like content updates, translations, and training triggers.
You'll work across multiple markets and coordinate with cross-functional teams including Product, Operations, and Customer Experience. The role emphasizes data-driven decision-making, strategic thinking, and leveraging modern technology including AI-powered tools to scale impact.
