Trainer II

About the Role:

We are looking for a Trainer II to design and deliver high impact training programs for our Customer Support and Risk teams. This role is responsible for translating business priorities, product updates, and process changes into engaging, practical learning experiences that prepare agents to succeed.

This is a hands-on role focused on both building training programs and leading them in the classroom. The ideal candidate is confident facilitating sessions, creating content, skilled at simplifying complex topics, and passionate about helping others grow.

What You'll Do:

Design and Build Training Programs:

• Develop structured training programs for new hires, upskilling existing employees, and product/process changes.
• Translate complex information into clear, practical, and easy to understand content.
• Create facilitator guides, presentations, and interactive learning activities.
• Ensure training is relevant to real customer interactions and day to day workflows.

Deliver Engaging Training Experiences:

• Facilitate live, instructor led training sessions (virtual and/or in-person).
• Lead discussions, activities, and roleplays that drive participation and learning.
• Adapt delivery style based on audience needs and engagement levels.
• Create an environment where learners feel confident, supported and motivated.

Maintain and Improve Training Content:

• Update materials as products, tools, and processes evolve.
• Refine training based on feedback and observed learning gaps.
• Ensure consistency in messaging and quality across programs.

Support Learner Success:

• Answer questions and provide guidance during and after training sessions.
• Reinforce key skills and concepts to support on the job application.
• Help bridge the gap between training and real world performance.

What We're Looking For:

• 2+ years of facilitation, both virtual and in-person, and content creation and or a combination of operations and training experience.
• Experience in training, facilitation, enablement or learning & development.
• Strong presentation and facilitation skills with the ability to engage a group.
• Ability to break down complex topics into simple, actionable concepts.
• Experience creating training materials (slides, guides, activities, etc).
• Strong organizational skills and ability to manage multiple programs.
• Comfortable working cross-functionality and gathering input from different teams.
• A practical, learner focused mindset (always thinking about how content is applied).

What Sets You Apart:

• Experience in Customer Support, fintech, banking, or a fast paced operations environment.
• Confidence leading interactive sessions, including roleplays and discussions.
• Ability to balance structure with adaptability in a live training environment.
• Passion for developing others and creating meaningful learning experiences.

New Hire Base Salary Range: $61,900 - $74,100