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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 join as L&D Associate Manager to lead customer experience enablement at scale. This role bridges learning & development with customer success, owning three core pillars:
**Content & Knowledge Management:** Create and maintain comprehensive SOPs for support agents and customer-facing FAQs to enable self-service. Coordinate with Product, Ops, and CX teams to develop documentation ahead of launches and process changes. Proactively identify documentation gaps by analyzing agent queries and contact drivers, ensuring all recurring customer issues are addressed through well-documented internal and external resources. Implement AI-powered tools to help agents find answers faster.
**Training & Agent Readiness:** Lead monthly training sessions on product updates, features, and process changes. Deliver refresher training to keep agents aligned with latest processes and customer expectations. Develop focused learning modules to support 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 shape how thousands of customers and agents experience Aspire daily, working cross-functionally with Product, Operations, and Customer Experience teams.
