Customer Care Training Specialist

Mountain View, US

About EarnIn

As one of the first pioneers of earned wage access, our passion at EarnIn is building products that deliver real-time financial flexibility for those with the unique needs of living paycheck to paycheck. Our community members access their earnings as they earn them, with options to spend, save, and grow their money without mandatory fees, interest rates, or credit checks.

We’re fortunate to have an incredibly experienced leadership team, combined with world-class funding partners like A16Z, Matrix Partners, DST, Ribbit Capital, and a very healthy core business with a tremendous runway. We’re growing fast and are excited to continue bringing world-class talent onboard to help shape the next chapter of our growth journey.

Position Summary

The Training Specialist for the Customer Care Team will support a broad range of training and BPO scale out initiatives. This role will report to the Sr. Instructional Designer and day-to-day job duties will include but are not limited to: developing and maintaining eLearning training, collaborating with subject matter experts (product managers, trainers, etc.), identifying training gaps based on QA feedback, and supporting operational tasks of future and ongoing training cohorts. 

Additionally, if interested, this position offers the possibility to step in as a fill-in trainer (including international travel) if needed. This is an excellent opportunity for someone looking to gain practical experience understanding training operations, collaborating with product managers, and contributing to a customer care organization.

This is a hybrid position; this individual should expect to be in the Mountain View, CA headquarters 3 days per week. The US base salary range for this full-time position is $87,000-$105,000 + equity + benefits. Our salary ranges are determined by role, level, and location.

What You’ll Do:

As Customer Care Training Specialist, you will support the Customer Care team by:

  • Training alongside our in-house care team to take customer support tickets and get a deep understanding of EarnIn’s products
  • Using your analytical skills to pull insights from agent cohort coaching and trainings to identify training opportunities
  • Updating existing training content in collaboration with product managers and product specialists
  • Collaborating with Subject Matter Experts to create new training content (including videos, graphics, written content, etc.)
  • Coordinating and managing operational tasks for live training cohorts

What We’re Looking For:

  • 3+ years of experience working in a role that had a direct impact on training, customer experience and/or customer experience-related operations
  • Bachelor's or equivalent industry experience
  • Strong analytical skills with the ability to identify trends, conduct in-depth analysis, and recommend data-driven solutions
  • The ability to take complex product concepts and break them down into digestible micro learning content that aligns with the learners literacy levels
  • The ability to adjust to new tasks, actions or projects based on circumstances
  • Strong time management skills with the ability to effectively prioritize work and think about future priorities
  • Bonus: Video editing skills

At EarnIn, we believe that the best way to build a financial system that works for everyday people is by hiring a team that represents our diverse community. Our team is diverse not only in background and experience but also in perspective. We celebrate our diversity and strive to create a culture of belonging. EarnIn does not unlawfully discriminate based on race, color, religion, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity, gender expression, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, military or veteran status, marital status, registered domestic partner status, sexual orientation, genetic information, or any other basis protected by local, state, or federal laws. EarnIn is an E-Verify participant. 

EarnIn does not accept unsolicited resumes from individual recruiters or third-party recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or HR team.

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