Lead, Customer Support Training And Development

As the Customer Support Training and Development Lead, you will be the architect of our Customer Support Training program, transforming complex support processes into engaging, effective learning experiences for our agents.

Your role involves the creation, implementation, and maintenance of training materials, ensuring they are up-to-date, relevant, and accessible. In partnership with others, you will be responsible for selecting and managing a Learning Management System (LMS) to host all training content. Collaborating closely with Subject Matter Experts (SMEs), supervisors, the Customer Support Manager, and the Director, you will gather feedback and identify training needs, including for new product launches, to continuously enhance the skills and knowledge of our support team.

What You’ll Do:

• Design and develop comprehensive training lessons that translate complex support processes into clear, understandable learning modules for agents.
• In partnership with other cross functional partners, select, implement, and manage a Learning Management System (LMS) to host all training materials, ensuring ease of access and use for all Customer Support agents.
• Establish and maintain a lesson quality assurance process to ensure all training materials meet high standards of clarity, accuracy, and effectiveness.
• Regularly update training materials based on new product launches, changes in support processes, and feedback from SMEs, supervisors, and Customer Support leadership.
• Create and manage a structured feedback process to gather insights from SMEs, supervisors, and agents on the effectiveness of training programs and identify areas for improvement.
• Coordinate with product teams to develop and deliver training sessions for Customer Support agents on new product launches, ensuring they are fully prepared to provide excellent support from day one.
• Monitor and report on key performance indicators, including lessons created, lessons completed, lesson quality scores, and lesson maintenance, to measure the effectiveness of the training program.

What You'll Bring:

• 5-7+ years of experience in Customer Support roles, with a background in Training and Development.
• Excellent communication and interpersonal skills, with a focus on empathizing with customers and resolving their issues effectively.
• Proficient in designing and delivering various training programs, including onboarding and product knowledge.
• Strong leadership skills to motivate and guide team members, providing constructive feedback and fostering a positive learning environment.
• Ability to analyze training needs, assess effectiveness, and make data-driven decisions for improvement.
• Organized and capable of managing multiple training initiatives simultaneously.
• Familiarity with relevant software tools such as CRM systems and learning management systems.
• Able to adapt to changing business needs and industry trends, with creativity in developing engaging training solutions

About Tapcheck:

Tapcheck is a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.

The Tapcheck team is passionate about our mission to improve financial wellness and boost business productivity. By giving workers the ability to transfer wages they’ve earned directly to their bank account or pay card without waiting for payday, Tapcheck eliminates the need for high-interest payday loans or employer-funded cash advances.

How We Get Things Done:

Our core values act as a steadfast guide, directing our decisions and anchoring our actions. We consider these values non-negotiable, especially when it comes to our hiring process.

• Humility: We believe in the power of humility. We value team players who are down-to-earth, respectful, and open to learning from others. Our employees approach challenges with a positive attitude, acknowledging their strengths and weaknesses while celebrating the achievements of their colleagues.
• Grit: We admire individuals with grit – those who demonstrate unwavering determination and resilience in the face of obstacles. At Tapcheck, we take pride in overcoming challenges together, pushing the boundaries of what is possible, and embracing failure as an opportunity for growth.
• Raising the Bar: Continuous improvement is at the heart of our culture. We are committed to setting high standards and pushing ourselves to exceed them. We seek employees who are innovative and strive for excellence, constantly seeking ways to enhance our products, services, and processes.
• Striving for Growth: We foster an environment that encourages personal and professional development. Our employees are driven to learn, grow, and adapt to new circumstances. We support individuals who take initiative, seek out new challenges, and actively contribute to their own growth and the growth of the company.

Why Join Tapcheck?

• Competitive Base
• Paid Time Off
• Health Insurance
• Dental Insurance
• Vision Insurance
• 401K Match

Equal Employment Opportunity Policy

Tapcheck, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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