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Trainer - X Money

2 hours, 26 minutes ago
United States
Full-time
Senior
Training Manager
Customer and Technical Support
Blockchain CRM Looker SQL Tableau
Apply Now
x.ai

x.ai

x.ai is a technology company founded in 2014 that specializes in developing artificial intelligence personal assistants. Their flagship product is a personal assistant that efficiently schedules meetings for users. With a focus on sustainable business ...

Internet Software & Services
51-250
Founded 2023
$44M raised
View All Jobs 20

Description

  • Create and facilitate training across live virtual sessions, in-person workshops, and asynchronous e-learning.
  • Translate financial regulations such as AML/KYC and credit risk standards into clear training modules.
  • Lead end-to-end onboarding for new hires across customer service, disputes, fraud monitoring, and risk operations roles.
  • Design and maintain instructional materials, including user manuals, job aids, and knowledge base content.
  • Measure training effectiveness using adoption rates, assessment scores, and other performance metrics.
  • Design scenario-based support training for customer interactions across voice, chat, and email channels.
  • Train teams on troubleshooting accounts, transactions, cards, and disputes, and on accurate CRM/ticketing documentation.
  • Coordinate with Product, Risk, Compliance, Customer Support, and Fraud stakeholders to close skill gaps and strengthen trust and safety.
  • Use role-plays, metrics, and feedback to improve training programs and operational readiness.
  • Own maintenance and optimization of internal and external knowledge bases.

Requirements

  • Bachelor’s degree in Education, Instructional Design, or a related field, or equivalent practical experience.
  • 3–5+ years of experience in technical training or enablement within a corporate or financial setting.
  • Experience designing and scaling agent training programs, including content development.
  • Deep knowledge of fintech domains such as digital payments, blockchain, credit analysis, or banking software.
  • Proficiency in instructional design models such as ADDIE and adult learning principles.
  • Experience with LMS platforms, CRM tools, and authoring software such as Articulate 360 or Adobe Captivate.
  • Strong data analytics skills for identifying learning needs and evaluating outcomes.
  • Excellent project and program management skills with cross-functional collaboration experience.
  • Experience leveraging AI tools and technologies to improve training management and operational efficiency.
  • Experience building cross-functional safety training programs with Customer Support, Fraud, and Compliance teams (preferred).
  • Ability to collect, analyze, and visualize complex data using BI tools such as SQL, Dremel, Looker/Data Studio, or Tableau (preferred).
  • Familiarity with AI-powered analytics and automation platforms for quality improvement and operational optimization (preferred).
  • Certification such as CPTD or CPTM, or similar, is preferred.
  • Must meet ITAR eligibility requirements as a U.S. citizen/national, lawful permanent resident, refugee, asylee, or otherwise eligible for U.S. Department of State authorization.

Benefits

  • Equal opportunity employer status.
  • Opportunity to work on AI systems with a mission focused on understanding the universe and aiding humanity.
  • Flat organizational structure with hands-on ownership and direct contribution to the mission.
  • Leadership opportunities for employees who show initiative and deliver consistently.

Interested in this position?

Apply directly on the company website

Apply Now

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