Safety Trainer, X Money
Summary
Designs and delivers fintech-focused training programs for customer support, fraud, and risk teams, ensuring compliance with regulations like AML/KYC and improving operational metrics.
SpaceXAI’s mission is to create AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. Our team is small, highly motivated, and focused on engineering excellence. This organization is for individuals who appreciate challenging themselves and thrive on curiosity. We operate with a flat organizational structure. All employees are expected to be hands-on and to contribute directly to the company’s mission. Leadership is given to those who show initiative and consistently deliver excellence. Work ethic and strong prioritization skills are important. All employees are expected to have strong communication skills. They should be able to concisely and accurately share knowledge with their teammates.
RESPONSIBILITIES:
- Training Design & Delivery: Create and facilitate high-impact learning experiences—including live virtual sessions, in-person workshops, and asynchronous e-learning—focused on fintech products, payment systems, and financial software.
- Compliance & Risk Education: Translate evolving financial regulations (e.g., AML/KYC, credit risk standards) into clear training modules to ensure organizational adherence and safety.
- Onboarding & Enablement: Lead the end-to-end onboarding for new hires, (including Customer service agents, Dispute Analyst, Fraud Monitoring and Risk Operations analysts) equipping them with the technical and soft skills needed for the fintech landscape.
- Content Development: Design and maintain updated instructional materials, such as user manuals, job aids, and knowledge base content.
- Performance Metrics: Assess training effectiveness using data-driven metrics, such as adoption rates and assessment scores, to identify skill gaps and refine programs.
- Multi-Channel Support Enablement: Design scenario-based training on empathetic customer interactions (voice, chat, email), complex troubleshooting of accounts/transactions/cards/disputes, thorough CRM/ticketing documentation, proactive flagging to Product/Risk/Compliance teams, and achievement of key metrics (AHT, FCR, CSAT) in high-pressure fintech environments.
BASIC QUALIFICATIONS:
- Bachelor’s degree in Education, Instructional Design, or related field (or equivalent practical experience)
- Experience: Most roles require 3–5+ years in technical training or enablement within a corporate or financial setting.
- Expertise in designing and scaling agent training programs, including content development.
- Fintech Domain Knowledge: Deep understanding of digital payments, blockchain, credit analysis, or banking software.
- Adult Learning Principles: Proficiency in instructional design models (e.g., ADDIE) and tailoring content for professional learners.
- Technical Proficiency: Experience with Learning Management Systems (LMS), CRM tools, and content authoring software like Articulate 360 or Adobe Captivate. Strong data analytics skills to determine learning requirements
- Excellent project and program management capabilities with a track record of cross-functional collaboration
- Experience leveraging AI tools and technologies to enhance training management and operational efficiency.
- Track record of building cross-functional safety training programs in partnership with Customer Support, Fraud, and Compliance stakeholders, using role-plays and metrics to close skill gaps and strengthen platform trust/safety.
PREFERRED SKILLS AND EXPERIENCE:
- Demonstrated ability to collect, analyze, and visualize complex data to inform strategic decisions
- Proficiency with BI and dashboard tools (e.g., SQL, Dremel, Looker/Data Studio, Tableau) to craft data-driven narratives
- Familiarity with AI-powered analytics and automation platforms for quality improvement and operational optimization
- Ability to own the end-to-end maintenance of internal and external knowledge bases, including creating new articles, updating existing content, archiving outdated information, and optimizing structure for better searchability and user experience.
- Certified Professional in Talent Development (CPTD), Training Industry Certified Professional in Training Management (CPTM) or similar certification
ITAR REQUIREMENTS:
- To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
SpaceXAI is an equal opportunity employer. For details on data processing, view our Recruitment Privacy Notice.