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35 Aspire FT Jobs
CX Associate Manager - L&D
Aspire FT
posted 6 days ago
Job Role Insights
Key skills for the job
Job Description
- Create and maintain clear, up-to-date SOPs for agents to ensure consistent and accurate responses
- Develop and manage customer-facing FAQs to enable self-serve and reduce contact rates
- Coordinate with Product, Ops, and CX teams to create content before upcoming launches and key changes
- Proactively update content before product launches or process changes , and communicate updates to relevant teams ahead of go-live
- Identify and close documentation gaps by tracking agent queries, contact drivers, and missing SOPs
- Ensure all recurring customer issues are addressed through we'll-documented internal and external content
- Implement AI-powe'red tools to help agents find answers faster and with greater accuracy
- Lead monthly training sessions on product updates, new features, and process changes
- Deliver refresher training to ensure agents stay aligned with the latest processes, flows, and customer expectations
- Develop bite-sized, focused learning modules to support agent readiness
- Use Quality scores, CSAT data, and performance trends to identify knowledge gaps and design targeted interventions
- Establish and document standard operating procedures (SOPs) 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 (eg, content updates, translations, training triggers)
- At least 5-7 years of experience in an L&D role, preferably in CX or a related field within fintech.
- Proven experience creating Product and Process documentation in a customer-obsessed organization.
- Exceptional verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Proficiency in using training software and tools, including those leveraging AI and cutting-edge technology.
- Ability to work independently and collaborate effectively with cross-functional teams.
- A strategic mindset with a focus on achieving outcomes.
- Uncapped flexible annual leave.
- Hybrid work arrangement.
- Training subsidy for your professional growth.
- we'llness benefit.
- Team bonding budget to foster collaboration and sense of belonging.
- Flexibility to work from anywhere (for up to 90 days per annum).
- Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page .
Employment Type: Full Time, Permanent
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