Training & Development Specialist

Vivid Money seeks a Training & Development Specialist to design and deliver comprehensive training programs for their Customer Support team. The role focuses on equipping support agents with essential knowledge, skills, and tools to deliver exceptional customer experiences while collaborating with CS leadership, Quality, and Operations teams.

• Deliver onboarding training for new Customer Support agents covering product, tools, workflows, soft skills, and compliance
• Run ongoing upskilling, refreshers, and targeted coaching based on operational needs
• Design and build training assets including presentations, playbooks, guides, knowledge base content, and assessments
• Create simulations and role-plays to develop practical skills
• Keep training materials updated with feature, policy, and process changes
• Use QA insights, KPIs, and feedback to identify performance gaps and plan training interventions
• Measure learning outcomes and collaborate with CS, QA, Product, CRM, and Compliance teams to support rollouts and ensure readiness
• Facilitate training for remote or hybrid teams using mixed delivery methods (live, blended learning, digital content)

• 2–4+ years of experience in training, learning & development, or coaching within Customer Support (preferably fintech, banking, or digital products)
• Strong experience facilitating training sessions for remote or hybrid teams
• Solid knowledge of customer service best practices, support operations, and contact-center workflows
• Experience creating training content, e-learning modules, and documentation
• Strong communication, presentation, and instructional design skills
• Ability to simplify complex topics and make training engaging
• Data-driven approach to assessing team needs and training impact
• Fluent written and spoken English; additional languages a plus

Work Model: Hybrid model in one of Vivid's offices or fully remote outside office locations

Compensation & Benefits: Competitive salary and benefits package (depending on location)

Growth & Impact: Real growth prospects, significant responsibility, and ability to make immediate impact from day one