💼 About This Role

You'll design and deliver onboarding and ongoing training for Customer Support and Field Sales teams at a growth-stage fintech. You'll own the end-to-end training lifecycle, from knowledge management to quality improvement, ensuring fast, safe product rollouts across markets.

🎯 What You'll Do

• Design and deliver onboarding and ongoing training content.
• Coach agents on difficult conversations and brand-aligned service.
• Enable cross-selling through product knowledge and metrics.
• Own knowledge bases, SOPs, and FAQs for accuracy and consistency.
• Analyze QA data to identify gaps and design targeted interventions.

📋 Requirements

• 4+ years experience in training or quality assurance in a customer support environment.
• Experience designing and delivering training programs for contact center or field teams.
• Knowledge management including SOPs, playbooks, and knowledge base systems.
• Ability to analyze QA data and translate insights into action.

✨ Nice to Have

• Experience in fintech or financial services.
• Familiarity with cross-selling and commercial enablement.
• Background in coaching and performance improvement plans.

🎁 Benefits & Perks

• 🌍 Remote-friendly (onsite in Cape Town, but some flexibility)
• 📚 Learning and development opportunities
• 🏖️ Generous leave policy
• 🏓 Team events and culture activities
• 💰 Competitive pension or retirement contribution