CX Specialist (L&D)

About The Company

Founders today are building global companies from day one — but the systems that manage their money were built for a different era. Aspire exists to change that!

We’re building the financial operating system for global founders, bringing banking, software, and automation into a single platform so businesses can move faster across borders and stay focused on building.

Aspire is built by people who think from first principles, care deeply about solving hard problems, and take real ownership of their work. Our team brings global experience from leading fintech and technology companies, and many of us are former founders and operators who understand what it takes to build thoughtfully, make trade-offs, and deliver at scale in a global environment.

Backed by leading global investors including Y Combinator, Peak XV, and Lightspeed, Aspire has been trusted by more than 50,000 startups and growing businesses worldwide to manage their finances since 2018. Together with partners like J.P. Morgan, Visa, and Wise, we’re building for the next generation of global companies.

About The Role

About The Role

We’re looking for a dynamic L&D Associate Manager to power the next level of CX at Aspire. In this high-impact role, you’ll own our public Help Center, enabling clients to easily self-serve, while also crafting sharp agent SOPs and building a robust internal Knowledge Base across all markets. You’ll equip agents with the right answers at the right time and lead data-driven training programs that elevate service quality at scale. This is your chance to shape how thousands of customers and agents experience Aspire every day.

Key Responsibilities

Content Management (FAQs and SOPs):

• Create and maintain clear, up-to-date SOPs for agents to ensure consistent and accurate responses
• Develop and manage customer-facing FAQs to enable self-serve and reduce contact rates
• Coordinate with Product, Ops, and CX teams to create content before upcoming launches and key changes
• Proactively update content before product launches or process changes, and communicate updates to relevant teams ahead of go-live
• Identify and close documentation gaps by tracking agent queries, contact drivers, and missing SOPs
• Ensure all recurring customer issues are addressed through well-documented internal and external content
• Implement AI-powered tools to help agents find answers faster and with greater accuracy
  
  

Training & Agent Readiness

• Lead monthly training sessions on product updates, new features, and process changes
• Deliver refresher training to ensure agents stay aligned with the latest processes, flows, and customer expectations
• Develop bite-sized, focused learning modules to support agent readiness
• Use Quality scores, CSAT data, and performance trends to identify knowledge gaps and design targeted interventions
  
  

L&D Operations & Workflow Optimization

• Establish and document standard operating procedures (SOPs) for all L&D processes in a central playbook
• Design efficient, scalable workflows for content creation, review cycles, training rollout, and stakeholder alignment
• Leverage AI and automation tools to streamline repetitive tasks (e.g., content updates, translations, training triggers)
  
  

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

• At least 5-7 years of experience in an L&D role, preferably in CX or a related field within fintech.
• Proven experience creating Product and Process documentation 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.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Aspire. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Aspire may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Aspire's Candidate Privacy Notice.