CX Training Associate Manager

Aspire is the leading all-in-one finance operating system for growing businesses in APAC. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and MSME to realise their full potential. 

Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and helped more than 50,000 businesses using our suite of products.

For 2 consecutive years in 2022 & 2023, Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIn’s Top Startup in Singapore. In 2023, we also made it to CB Insights’ Top 100 Global Fintech List. 

You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds.

Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space! 

About The Team

At Aspire, we are committed to empowering our customers throughout their journey with us. We are on a mission to provide the best service to customers & support them when, where, and how they need it. Our Operations Team ensures customers can operate seamlessly on our platform and provides the best customer experience possible.

About The Role

We seek a highly motivated and proactive individual to join our Customer Experience (CX) team as a Training Specialist. In this role, you will be responsible for developing and managing training programs that equip our agents with the skills and product knowledge needed to deliver exceptional customer service. Your efforts will be crucial in shaping the quality of customer interactions by creating and delivering training sessions, analyzing training needs, and implementing strategies to improve performance. Leveraging AI and advanced analytics, you will ensure that our training programs are cutting-edge and highly effective. 

Key Responsibilities:

Onboarding & Training Programs:

• Design and implement comprehensive onboarding programs for new joiners, including coordination with third-party BPO teams.
• Develop and implement on-the-job training programs that minimize disruption to the production phase.
• Lead CX and soft skills training, driving continuous employee upskilling.
• Use data and performance metrics to identify gaps and create targeted programs.
• Build and deploy regular product refreshers across the organization
• Oversee the full training lifecycle, from needs assessment to evaluation, ensuring continuous improvement.

Market-Specific Training:

• Develop and deliver tiered training materials tailored to regional needs.
• Ensure accuracy and relevance of content with product and process changes.
• Collaborate with local teams to align training with market expectations.

Training Analytics & Innovation:

• Utilize advanced analytics to measure the impact of training programs on business outcomes such as customer satisfaction and employee performance.
• Make data-driven adjustments to training content and methods to align with evolving business goals.\
• Regularly collect and integrate feedback from training participants to enhance program relevance and impact.
• Explore and implement innovative training methods, including gamification and AI-powered learning tools, to keep training engaging and effective.

We would love to get to know you if you have the following:

• At least 5-7 years of experience in a training role, preferably in CX or a related field within fintech.
• Proven experience leading training programs in a customer-obsessed organization.
• Exceptional verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in using training software and tools, including those leveraging AI and cutting-edge technology.
• Ability to work independently and collaborate effectively with cross-functional teams.
• A strategic mindset with a focus on achieving outcomes.

Join us in our mission to deliver the best possible experience to our customers through world-class training and development programs, utilizing the latest advancements in technology and AI.

What we offer

• Uncapped flexible annual leave.
• Hybrid work arrangement. 
• Training subsidy for your professional growth.
• Wellness benefit.
• Team bonding budget to foster collaboration and sense of belonging.
• Flexibility to work from anywhere (for up to 90 days per annum).
• Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page.
  

Equal Opportunity Statement 

Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws. 

Please note: by submitting your application, you acknowledge that you have read and understood Aspire’s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the “Policy”), and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for such collection, use and disclosure, and make an access or correction request in respect of your personal data, in accordance with the Policy by emailing people@aspireapp.com.