Customer Experience Training and Content Manager

Melio Payments

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 04/04/2021
  • Website: meliopayments.com
  • Company Address:

About Melio Payments

When we started Melio, we wanted to build more than an efficient Accounts Payable tool. We wanted to build a service that helps small businesses keep up with business. A B2B payments experience that not only saves time but also significantly improves cash flow. A payment workflow so simple it helps businesses focus on their customers, not their back office.

Job Description

The CX  team is seeking an experienced Training and Content Management leader to help us build our CX Training program, knowledge base, and Quality teams to support our rapidly growing Customer Experience (CX) team. As the first person in this role, you will partner closely with our CX leadership team and team members to help with onboarding, continual training, knowledge capture, and quality assessment  to instill learning and coaching  for our world class customer experience team.

The CX Training Manager position is currently an individual contributor role with an opportunity to expand into a leadership role. This is a job that requires a strong aptitude in adult learning and development, facilitation, and the ability to break down complex workflows into understandable and measurable lessons to a wide variety of people. 

 

How you’ll make an impact:

  • Ensure that Melio’s training standards and culture are maintained by the trainers, through regular communication with training teams and maintenance of certification.
  • Keep on top of developments within CX to ensure that the interests and standards of Melio Training are maintained and that training needs are identified and can be, and are, actioned upon.
  • Collaborate with Training and Leadership to conduct training needs analysis.
  • Source additional resources for training and certification from the training team.
  • Provide feedback to Training and Content Development specialists on content as relates to CX needs.
  • Attend Business Reviews on behalf of CX Training.
  • Field training requests from Management and work with the training team to assess and fulfil requests
  • Create and maintain knowledge of training and content to advise training teams and field questions
  • Disseminate information affecting training to training teams
  • In partnership with the managers, ensure that Training’s interests are represented in the process of onboarding and ramping a new CX team member.
  • Work with WFM & management to schedule training
  • Travel to Partner sites to evaluate current training
  • Maintain both training certification and the tracking of training.
  • Ad hoc regional and global projects as assigned.

 

What we’d love to see: 

  • Solid, proven background in Training & Development, ideally within CX
  • Direct People Management Experience necessary
  • Genuine passion for all things learning
  • Experience leading, inspiring, and motivating others to meet their goals
  • Strong analytical skills
  • Proven project management skills
  • Excellent communication and interpersonal skills; ability to work across many departments and many levels
  • Highly organized
  • Infinitely patient
  • Collaborative personality
  • Constantly evaluate our work as a Training Team, finding ways for the team to be more efficient, relevant and valuable

 

Nice to Have:

  • Familiarity with tools, such as Lessonly, Confluence, Zendesk Help, Playvox.
  • Knowledgebase and content management.
  • Experience either building or collaborating with Quality Assurance. 

 

Benefits and Perks:

  • 100% health insurance coverage on selected plans (medical/dental/vision)
  • Competitive compensation plans
  • 401K matching
  • Equity
  • Flexible PTO
  • Weekly lunch perks
  • Zoom yoga
  • Plenty of fun team activities
  • Extensive career growth and development opportunities throughout a growing startup

About us: 

When we started Melio, we wanted to build more than an efficient Accounts Payable tool. We wanted to build a service that helps small businesses keep up with business. Melio is a B2B payments experience that not only saves time but also significantly improves cash flow. We aid to make payment workflow so simple it helps businesses focus on their customers, not their back office. With strong VC backing, the Melio team has continued to grow exponentially. Through our offices in New York City and Tel Aviv, our faMELIO is made up of hardworking go-getters. We love to celebrate the successes of our team, and the continued success of our growing company! 

Here at Melio, culture is one of our biggest priorities. We champion a team that fosters diversity and inclusivity in all aspects. Regardless of gender, age, race, nationality, sexual orientation, parental status, or disability, Melio will consider all qualified applicants during our process as we are proud to be an equal opportunity employer. Even if you’re on the fence about applying to an open role, please throw your specs in the mix -- we’d love to connect with you!

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.