Lead, CS Training
Flex is a growth-stage, NYC headquartered FinTech company that is creating the best rent payment experience. It’s hard to believe that it’s 2025 and paying rent on time is expensive, inflexible, and difficult. We’re here to change that! Flex enables our users to pay rent throughout the month on a schedule that better fits their finances and budget. Our mission is to empower as many renters as possible with flexibility over their most significant recurring expense. After deliberately keeping a stealth profile as we built up unprecedented investor support and an enthusiastic user base, we are looking for motivated individuals to help us keep our mission growing. Will you be a part of the team?
About the role
Flex is searching for a Training Lead to elevate the performance of our customer-facing teams–including BPO partners and internal CS teams. In this role, you'll design, develop, and implement high-impact training programs that directly enhance quality, performance, and customer satisfaction.
You'll be responsible for the full training lifecycle–analyzing needs and planning your approach, designing engaging content with supporting learning assets, and evaluating program effectiveness. This includes leading train-the-trainer sessions and continuously iterating on content based on performance data and feedback.
Success in this role hinges on your ability to collaborate closely with Quality Assurance, Vendor Management, Compliance, and other cross-functional teams. You'll ensure our training initiatives are strategically aligned with business goals, industry best practices, and Flex's commitment to quality.
What you’ll do
- Own the end-to-end lifecycle of assigned training products, from initial intake and needs analysis to design, development, launch, evaluation, and iteration. Define project scope, strategy, and content requirements in collaboration with the Flex CS Center of Excellence team.
- Partner with Subject Matter Experts (SMEs) and cross-functional teams to design and develop engaging learning experiences across various modalities using authoring tools (e.g., eLearning modules, video, job aids).
- Script compelling content and manage the review, revisions and approval process, ensuring alignment with quality standards and business goals.
- Deliver train-the-trainer sessions for product updates, process changes, and quality assurance topics. Observe and evaluate trainer performance to identify areas for trainer coaching.
- Analyze performance data (e.g., QA evaluations, CSAT/DSAT, KPIs) to assess training effectiveness and identify areas for improvement.
- Iterate on training content and strategies based on feedback and performance insights to accelerate agent ramp-up time and enhance knowledge retention.
- Manage courses in the Learning Management System (LMS) to ensure training materials are current, engaging, and easily accessible.
- Generate data-driven reports on key metrics like time-to-productivity and QA pass rates to measure training impact and ROI.
- Stay current with industry trends and emerging learning technologies, continuously exploring innovative solutions, including AI-driven tools, to enhance agent development.
Key qualifications
- 5+ years of experience in training design and development, preferably in customer success, BPO operations, or a high-growth environment.
- Skilled in strategically leveraging course authoring tools and resources–especially Articulate 360, Camtasia, and Canva–as part of a larger instructional design strategy.
- Able to manage, track, and maintain learning products within an LMS.
- Proven ability to launch impactful training programs for large-scale teams and assess their effectiveness with an emphasis on continuous improvement.
- Excellent presentation, facilitation, and communication skills–able to engage and strategize with diverse cross-functional audiences.
- Highly organized and detail oriented–able to manage multiple training programs simultaneously and track progress using project management tools and strategies.
- Experience in fintech, payments, or financial services is a plus.
The national pay range for this role is $102,000-$118,000 in base salary. Individual compensation will be commensurate with the candidate's experience aligned with Flex's internal leveling guidelines and benchmarks.
Hybrid role based in NYC or Bay Area.
Life at Flex:
We understand that it takes a diverse team of highly intelligent, curious, determined, empathetic, and self aware people to grow a successful company. Our HQ is located in New York City, but we have employees located throughout the US, Australia, Canada and South America. We are growing quickly, but deliberately, with a focus on building an inclusive culture. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity workplace.
We offer many employee benefits. For full time, U.S. based employees we offer:
- Competitive pay
- 100% company-paid medical, dental, and vision
- 401(k) + company equity
- Unlimited paid time off + 13 company paid holidays
- Parental leave
- Flex Cares Program: Non-profit company match + pet adoption coverage
- Free Flex subscription
For full time non-US employees, we offer
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