SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Sunbit is a fintech company building AI-native financial technology that provides personalized pay-over-time options and credit products. The company operates across 30,000+ merchant locations including auto service centers, dental practices, and specialty services, with industry-leading approval rates (90%+ in auto service, 85%+ in dental) and zero consumer fees.
You will lead the Customer Care Training function for Sunbit's Las Vegas customer care center. This is a hands-on management role where you own how the frontline team learns and develops from day one through full proficiency.
Key responsibilities include:
**Care New Hire Onboarding:** Design and deliver end-to-end onboarding curriculum and schedules. Set time-to-proficiency targets with Care leadership and report against them. Partner with the People Team to integrate company and Care onboarding. Co-facilitate onboarding modules and classroom sessions with dedicated trainers.
**Care Curriculum Development:** Assess skill gaps using QA, performance, and customer data. Design and maintain training on customer service skills, problem-solving, products, systems, and process changes. Embed regulatory requirements for customer interactions into training so compliance is learned as part of the work. Use diverse methods: classroom, virtual, e-learning, on-the-job coaching, and refreshers. Collaborate with subject matter experts to keep content current.
**Care Learning Council:** Establish and run a council with leadership and stakeholders to set training priorities, triage requests, and retire ineffective training. Shift from request-driven to a prioritized roadmap approach.
**Team Leadership:** Lead, coach, and develop the frontline trainer team. Set delivery standards and certify trainers against them.
**Measurement & Compliance:** Build assessments that measure competency, not just completion. Track outcomes like time to proficiency, QA scores, and early-tenure attrition to drive program improvements. Maintain accurate training records in the LMS for compliance and audit support.
Sunbit is recognized as one of the fastest-growing fintech companies, earning honors from Inc. 5000 (four consecutive years), Forbes Fintech 50, Deloitte Technology Fast 500, and Newsweek's Most Loved Workplaces. The company has achieved a $1.1B valuation and operates at scale across millions of transactions.
**Requirements:**
- 5–7 years of experience training high-volume, hourly frontline teams, ideally in a call center or customer care environment
- 3+ years leading and managing trainers
- Proven track record building new hire programs that shorten time to proficiency
- Strong grounding in instructional design and adult learning principles with practical judgment
- Experience translating regulatory requirements for customer interactions into usable training; financial services experience strongly preferred
- LMS administration experience (Workramp preferred); SCORM familiarity
- Comfort working with data: QA results, attrition, and proficiency metrics
- Credibility with frontline agents and supervisors; strong facilitation and communication skills
