Customer Care Training Manager — Onboarding & Scale

Sunbit, Inc.; Las Vegas (NV); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health Insurance

401K Plan

Unlimited PTO

Stock options

Cell Phone Stipend

Job summary

Sunbit, Inc. in Las Vegas is seeking a Manager, Customer Care Training to lead the learning journey for our Care Center. You will own onboarding from day one through full proficiency and build a scalable training system with a Learning Council.

You will design and deliver training, manage a team, and drive time-to-proficiency while ensuring accuracy, curiosity, and regulatory compliance in customer and merchant interactions.

Qualifications

• 5-7 years training high-volume, hourly frontline teams, ideally in a call center or customer care environment, with 3+ years leading trainers.
• A track record of building new hire programs that shorten time to proficiency.
• Strong grounding in instructional design and adult learning, with the judgment to keep training practical.
• Experience turning regulatory requirements for customer interactions into usable training; financial services strongly preferred.
• Comfort working with data: QA results, attrition, and proficiency metrics.
• Credibility on the floor with agents and supervisors, and strong facilitation skills.

Responsibilities

• Own Care new hire onboarding end to end: curriculum, schedule, and the nesting partnership.
• Set time-to-proficiency targets with Care leadership and report against them.
• Partner with the People Team to connect company onboarding with Care onboarding for new hires.
• Co-facilitate Care onboarding with trainers, lead select modules and classroom sessions.
• Assess skill gaps using QA, performance, and customer data; design and maintain content.
• Build training on customer/merchant interactions including compliance and products.
• Use classroom, virtual, e-learning, on-the-job coaching, and refreshers.

Skills

Training large frontline teams

Leadership of trainers

Instructional design

Adult learning principles

Regulatory training for financials

Data-driven learning metrics

Job description

Sunbit, Inc. in Las Vegas is seeking a Manager, Customer Care Training to lead the learning journey for our Care Center. You will own onboarding from day one through full proficiency and build a scalable training system with a Learning Council.

You will design and deliver training, manage a team, and drive time-to-proficiency while ensuring accuracy, curiosity, and regulatory compliance in customer and merchant interactions.