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- Tasks: Lead training for customer support agents, focusing on coaching and upskilling.
- Company: Join a dynamic Fintech start-up dedicated to ending financial exclusion.
- Benefits: Enjoy remote work flexibility with occasional office days in Bristol or London.
- Why this job: Make a real impact by shaping support experiences and helping others improve their financial health.
- Qualifications: Experience in training medium-sized teams remotely; strong communication skills required.
- Other info: Be part of a multi-award-winning company that's already helped a million people.
The predicted salary is between 36000 - 60000 £ per year.
Remote working with 1-3 days a month in the Bristol and/or London office.
My client is an exciting Fintech who are on a mission to end financial exclusion. They believe everyone deserves the chance to build a better financial future, and they have built an incredibly innovative product to help people do that. They are a young, rapidly expanding start-up business looking for the best talent to join them on their global scale-up journey. They are multi award-winning and are in the UK and the US and have already helped a million people to improve their financial health.
As the Training Lead, you will be instrumental in shaping the capability, confidence, and performance of the support agents. Your focus will be on coaching, developing, and upskilling team members to deliver consistently high-quality support experiences.
Responsibilities:- Design and deliver onboarding, refresher, and upskilling training programmes for new and existing agents.
- Lead the development and maintenance of training materials, documentation, and knowledge bases.
- Conduct regular training needs assessments and skills gap analyses to inform learning strategies.
- Champion our brand voice and tone across all written and verbal communication through ongoing quality coaching.
- Support agent performance by identifying learning needs through QA reviews, performance metrics, and direct feedback.
- Translate insights into actionable training strategies.
- Monitor KPIs and performance data to evaluate training impact and improve the learning experience.
- Work directly with support agents to handle complex cases, providing guidance and expertise as needed.
- Work alongside other Seniors to build scalable processes and continually improve training operations to support a fast-growing team.
- Lead by example by regularly handling first-line tickets (emails and live chat) to stay connected with frontline operations.
- Contribute to the planning and achievement of OKRs, ensuring training efforts are aligned with wider team and business objectives.
Working hours: 37.5 hours a week, a range of shifts between the hours of 8.00 am and 8.00 pm Monday to Saturday.
Requirements:- Must have experience creating and delivering training to medium-sized teams in a remote environment.
- A natural coach and mentor with proven experience in a customer support training leadership role.
- You’re energised by building from scratch and scaling training functions.
- Strong communicator, both written and verbal, with an excellent grasp of tone, clarity, and empathy.
- Comfortable using support platforms (e.g., Zendesk, Intercom, or similar) and tools to gather insights and track change.
Customer Support Training Lead employer: CRS
Contact Detail:
CRS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Training Lead
✨Tip Number 1
Familiarise yourself with the latest trends in customer support training, especially in the fintech sector. Understanding the unique challenges and opportunities in this field will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with professionals in the customer support and training space. Attend relevant webinars or local meetups to connect with others who may have insights or even referrals for the role at StudySmarter.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully developed training programmes in the past. Highlight your ability to assess training needs and adapt strategies based on performance metrics.
✨Tip Number 4
Showcase your familiarity with support platforms like Zendesk or Intercom. Being able to speak confidently about these tools and how they can enhance training and support operations will set you apart from other candidates.
We think you need these skills to ace Customer Support Training Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in training and customer support. Emphasise any previous roles where you designed and delivered training programmes, especially in a remote environment.
Craft a Compelling Cover Letter: In your cover letter, express your passion for financial inclusion and how your skills align with the company's mission. Mention specific examples of how you've successfully coached and developed team members in the past.
Showcase Communication Skills: Since strong communication is key for this role, ensure your application reflects your ability to convey information clearly and empathetically. Use concise language and maintain a professional yet approachable tone throughout your documents.
Highlight Relevant Tools Experience: Mention any experience you have with support platforms like Zendesk or Intercom. If you’ve used data to inform training strategies, include that as well to demonstrate your analytical skills.
How to prepare for a job interview at CRS
✨Showcase Your Training Experience
Be prepared to discuss your previous experience in creating and delivering training programmes. Highlight specific examples where you successfully upskilled team members or improved performance metrics.
✨Demonstrate Your Coaching Skills
As a natural coach and mentor, share anecdotes that illustrate your ability to guide and support others. Use examples that showcase your communication style and how you adapt to different learning needs.
✨Familiarise Yourself with Their Tools
Research the support platforms mentioned in the job description, such as Zendesk or Intercom. Being knowledgeable about these tools will show your readiness to hit the ground running and your commitment to understanding their operations.
✨Align with Their Mission
Understand the company's mission to end financial exclusion and be ready to discuss how your values align with theirs. This will demonstrate your passion for their cause and your potential fit within their culture.
