Manager, Customer Care Training

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

Benefits offered by this job

Unlimited PTO

Health Insurance options

Stock options

401K with matching

Cell phone stipend

Job summary

Sunbit is seeking a Manager, Customer Care Training in Las Vegas to own onboarding and ongoing training for the Care team. You will lead frontline trainers, build a learning council, and ensure programs scale with center needs while maintaining regulatory compliance.

You will design, deliver, and measure training outcomes, partnering with People and center leadership to drive proficiency, consistency, and excellent customer care.

Qualifications

• 5-7 years training high-volume hourly frontline teams
• 3+ years leading trainers
• Experience building new hire programs that shorten time to proficiency

Responsibilities

• Own Care onboarding end-to-end: curriculum, schedule, nesting partner
• Set time-to-proficiency targets with Care leadership
• Partner with People Team for integrated onboarding
• Lead trainers to co-facilitate and support onboarding
• Assess skill gaps using QA, performance, and customer data
• Design and maintain training on customer and merchant support
• Incorporate regulatory requirements into training
• Use classroom, virtual, e-learning, and on-the-job coaching
• Maintain content accuracy with subject matter experts
• Stand up Care Learning Council and set training priorities
• Track outcomes like time to proficiency and QA scores
• Maintain LMS records for compliance and audit requirements

Skills

Frontline training

Instructional design

Adult learning

Data analytics

Facilitation

Regulatory training

Call center experience

Tools

LMS

Job description

JOB TITLE: Manager, Customer Care Training

LOCATION: Las Vegas, NV

REPORTS TO: SVP, Human Resources

The Company

Sunbit builds financial technology for real life. Our AI-native platform helps more people get to “yes” at the moments that matter with personalized offers, transparent terms, and no added consumer fees. In stores, practices and service centers across the country, Sunbit provides a fast, fair pay-over-time option. For everything else, the Sunbit Credit Card delivers a modern, no-fee credit experience managed in a powerful mobile app.

We are guided by people-centered values: Serve Others Before Self, Include Always, Connect Genuinely, Innovate for Good. These values shape how we build, how we support customers and merchants, and how we work with each other.

What makes Sunbit different is an AI-native infrastructure that runs through the full customer and merchant journey. Our interconnected AI systems power instant decisioning, streamline fraud checks with human-in-the-loop safeguards, and enable highly personalized offers at scale. The result is a quick, fair, and simple experience for consumers and merchants.

We pair this technology with inclusion and transparency. Sunbit delivers industry-leading approval rates — 90%+ in auto service and 85%+ in dental — while maintaining zero consumer fee-based revenue. It is a better way to serve people and merchants, proven at scale.

Today, Sunbit is available across a nationwide, in-person merchant network of 30,000+ locations spanning auto service centers, dental and optical practices, veterinary clinics, and other specialty services. We help teams say “yes” more often and help customers move forward with confidence.

The Role:

Sunbit is hiring a Manager, Customer Care Training to own how our Las Vegas Customer Care team learns the work, from day one through full proficiency.

You will lead our frontline trainers, and own Care new hire onboarding and curriculum. You will create and manage a Care Learning Council that sets training priorities, builds and delivers tailored programs, and evaluates success with key center leadership and stakeholders.

The outcome we care about: agents who handle customer and merchant conversations with curiosity, accuracy, and compliance, and who get to the floor confident and ready.

This is a hands-on role. You will design and deliver training yourself, while directing and supporting a team and a system that scales with the Care Center.

What You'll Own:

• Own Care new hire onboarding end to end: curriculum, schedule, and the partnership with our nesting team
• Set time-to-proficiency targets with Care leadership and report against them
• Partner with the People Team so company onboarding and Care onboarding connect into one experience for new hires
• Partner with dedicated trainers to co-facilitate Care new hire onboarding, periodically leading select modules and classroom sessions to support employee readiness
• Assess skill gaps across new and tenured agents using QA, performance, and customer data
• Design, deliver, and maintain training on supporting customers and merchants: core customer service skills, curiosity and problem solving, products, systems, and process changes
• Build regulatory requirements for customer interactions into Care training so agents learn compliant behavior as part of the work, not as a separate course
• Use a mix of methods: classroom, virtual, e-learning, on-the-job coaching, and refreshers.
• Work with subject matter experts and the Care knowledge base owners to keep content accurate as products and policies change

Care Learning Council

• Stand up and run the Care Learning Council with leadership and key stakeholders to set training priorities, triage requests, and retire training that is not working
• Move Care training from request-driven to a prioritized roadmap
• Lead, coach, and develop the frontline trainer team
• Set delivery standards and certify trainers against them

Measurement and Records

• Build assessments that measure competency, not just completion
• Track outcomes such as time to proficiency, QA scores, and early-tenure attrition, and use them to change learning and programs
• Maintain accurate training records in the LMS to support compliance and audit requirements

What You Bring:

• 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

Why Choose Sunbit?

Sunbit is recognized as one of the fastest-growing and most admired fintech companies, earning honors from Inc. 5000 (four consecutive years), Forbes Fintech 50, Deloitte Technology Fast 500, Financial Times, and FinTech Breakthrough for its innovation and impact. The company has also been featured among Newsweek’s Most Loved Workplaces and CB Insights’ Unicorn Companies, reflecting a valuation of $1.1B.

People choose Sunbit for its people-first culture rooted in service, inclusion, and real-world impact. Powered by AI that helps people in life’s critical moments—offering high approvals, speed, and zero fees—Sunbit has achieved proven scale across tens of thousands of merchants and millions of transactions. Its fast, fair, and simple financial products empower consumers and partners alike through clarity and trust.

The Perks:

• Join one of LA’s fastest growing startups (2023), A Most Loved Workplace, #576 on the 2023 Inc 5000 list, and Forbes Fintech 50 (2024)
• Mission driven + empowered + collaborative
• Competitive pay and stock options
• Unlimited PTO
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Parental Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching
• Cell Phone Stipend
• Team based strategic planning + Team owned deliverables

Sunbit is an Equal Opportunity Employer. We strive to provide a professional & welcoming workplace for all employees.

Recruitment Fraud Disclaimer

We’ve been made aware of fraudsters impersonating Sunbit employees during the hiring process. Please note that all official communication will come from an @sunbit.com email address, through our applicant tracking platform @sunbit.comeet-notifications.com or directly via LinkedIn. We will never ask for your age, Social Security number, bank account details, payment of any kind, or other unrelated personal information during the application process. Our hiring process always includes interviews, either by phone, zoom, or in person, before any offer is made. If something feels suspicious, please contact us at [e-mail] to confirm.

We ask that you contact [e-mail] only about potential instances of fraud. [e-mail] does not reach our recruiting team directly. Your application directly through the posting is the best way to ensure that your candidacy is reviewed by our team. Due to the volume of applications, we will not respond to nor forward emails about your candidacy that are sent to [e-mail] directly, and your email about your application will be deleted from our systems.