Training & Onboarding Specialist (Customer

**About us**

We are Zip, a global Buy Now, Pay Later company providing fair and seamless solutions that simplify how millions of people pay. Our journey began in Australia, has taken us to 13 countries (so far) - and we’re just getting started.

We exist to create a world where people can live fearlessly today, knowing they’re in control of tomorrow. Focused on product innovation that puts people at the centre, we put the financial well-being of our customers and merchant partners at the heart of everything that we do.

Every excellent Customer Experience Team starts with an organised, professional and relevant Onboarding and Training Experience. These responsibilities are key to helping the agent team provide high quality customer service, maintain and build service skills, product knowledge and operational efficiency. Being one of Australia’s fastest growing Fintechs, Zip is looking for an energetic learning facilitator and content curator who loves to help others and has experience building and managing a Training and Onboarding Learning program.

This role is part of the Enablement Team, which delivers best practice content, training and processes to support and empower the Customer Experience Team to meet their personal and team key performance metrics.

If you’re excited at the prospect of developing your collaborative, communication and content creation skills in addition to working with one of the biggest pioneers in Fintech, Zip Co is the perfect home for you.

**What you'll own and support**:

- Design and deliver Training programs for CX Agents to deliver high performance customer service through weekly training sessions on process, product updates, policy changes and develops the team's customer service skills set
- Own end-to-end CX weekly training including developing training content with CX and functional stakeholders, delivery of weekly training, documentation learning program, and reporting on effectiveness of training
- Manage and lead the Training and Onboarding Team and the new Zipsters through their journey
- Develop and review training metrics and SLAs to deliver exceptional agent training
- Deliver a best in practice functional monthly onboarding experience for all new Customer Experience Specialists including CX handbook, CX 30-day Onboarding journey
- Be a Zip cultural ambassador who demonstrates our values and is a trusted advisor for new starters within the first 30 days of employment at Zip
- Continuously focus on improving how we enable agents through Onboarding and Training
- Establish and maintain feedback loops with Agents, Team Leaders and Senior Leadership to deliver best practise agent training
- Own the administrations of UDEMY, Zip’s on demand online learning subscription, liaising with functional owners across Operations
- Coordinate agents skills training with external providers as required
- Help drive positive change throughout the business by identifying agents who need additional training and propose process improvements
- Embody the Zip values with a focus on customers (customer first), individual accountability (own it), working effectively as part of a team (stronger together) and seeking to continuously grow and improve (change the game)

**To help us level up, you'll bring**:

- 2-3 years professional experience in learning and development, building structured training plans and learning modules preferred, or alternatively a bachelor degree in a related field
- Analytically focused in building key success metrics and reports to inform progress and continual iteration and improvement where required and also report back to the business on the training and onboarding functions
- Preferred 12+ months experience in a customer service or customer facing role with a preference for training and content creation
- Experience in managing and leading teams is highly valued but not essential
- Strong communicator who is passionate about sharing their knowledge and teaching
- Enthusiasm for welcoming new starters and managing them through their Zip Onboarding journey
- Have a customer first mindset and be obsessed with helping others succeed
- Problem solver with the ability to think fast and solve problems quickly
- Strong attention to detail and the ability to keep resources updated and current

We’re proud to be a values-led business. They guide us in everything we do - how we work together and create game-changing experiences for our customers and fellow Zipsters.

If you only meet some of the requirements for this role, that's okay. We value a diverse range of backgrounds and ideas and believe this is fundamental for our future success. So, if you have the curiosity to learn and the willingness to teach what you know, we'd love to hear from you.

We pride ourselves on creating an inclusive workplace that provides equal opportunities to all persons regardless of their age, cultural background, sexual orientation, gender identity and expression, disability