Customer Support Training Lead (Greater Bristol Area)

Customer Support Training Lead

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 incredibility 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 for the Customer Support Training Lead

Training Strategy & Delivery

• Design and deliver onboarding, refresher, and upskilling training programmes for new and existing agents
• Lead the development and maintenance oftraining 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

Performance & QA Insights

• 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.

Team & Processes

• 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 for the Customer Support Training Lead

• 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