CX Associate Manager - Learning & Development

At Aspire, we’re more than just a FinTech company—we’re the leading all-in-one financial operating system built to empower the world’s innovators and entrepreneurs. We are on a mission to reinvent business finance, empowering startups and businesses to realise their full potential.

Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and empowered more than 50,000 businesses using our suite of products.

Aspire has consistently been recognized for excellence, earning Best Employer and Startup of the Year by the Asia FinTech Awards in 2022 and 2023, ranked as LinkedIn’s Top Startup in Singapore, and listed on CB Insights’ Top 100 Global Fintech in 2023 and 2024.

You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds.

Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space! 

About The Role

We’re looking for a dynamic L&D Associate Manager to power the next level of CX at Aspire. In this high-impact role, you’ll own our public Help Center, enabling clients to easily self-serve, while also crafting sharp agent SOPs and building a robust internal Knowledge Base across all markets. You’ll equip agents with the right answers at the right time and lead data-driven training programs that elevate service quality at scale. This is your chance to shape how thousands of customers and agents experience Aspire every day. 

Key Responsibilities:

Content Management (FAQs and SOPs)

• Create and maintain clear, up-to-date SOPs for agents to ensure consistent and accurate responses
• Develop and manage customer-facing FAQs to enable self-serve and reduce contact rates
• Coordinate with Product, Ops, and CX teams to create content before upcoming launches and key changes
• Proactively update content before product launches or process changes, and communicate updates to relevant teams ahead of go-live
• Identify and close documentation gaps by tracking agent queries, contact drivers, and missing SOPs
• Ensure all recurring customer issues are addressed through well-documented internal and external content
• Implement AI-powered tools to help agents find answers faster and with greater accuracy

Training & Agent Readiness

• Lead monthly training sessions on product updates, new features, and process changes
• Deliver refresher training to ensure agents stay aligned with the latest processes, flows, and customer expectations
• Develop bite-sized, focused learning modules to support agent readiness
• Use Quality scores, CSAT data, and performance trends to identify knowledge gaps and design targeted interventions

L&D Operations & Workflow Optimization

• Establish and document standard operating procedures (SOPs) for all L&D processes in a central playbook
• Design efficient, scalable workflows for content creation, review cycles, training rollout, and stakeholder alignment
• Leverage AI and automation tools to streamline repetitive tasks (e.g., content updates, translations, training triggers)

We would love to get to know you if you have the following:

• At least 5-7 years of experience in an L&D role, preferably in CX or a related field within fintech.
• Proven experience creating Product and Process documentation in a customer-obsessed organization.
• Exceptional verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in using training software and tools, including those leveraging AI and cutting-edge technology.
• Ability to work independently and collaborate effectively with cross-functional teams.
• A strategic mindset with a focus on achieving outcomes.

Join us in our mission to deliver the best possible experience to our customers through world-class training and development programs, utilizing the latest advancements in technology and AI.

What we offer

• Uncapped flexible annual leave.
• Hybrid work arrangement. 
• Training subsidy for your professional growth.
• Wellness benefit.
• Team bonding budget to foster collaboration and sense of belonging.
• Flexibility to work from anywhere (for up to 90 days per annum).
• Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page.
  

Equal Opportunity Statement 

Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws. 

Please note: by submitting your application, you acknowledge that you have read and understood Aspire’s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the “Policy”), and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for such collection, use and disclosure, and make an access or correction request in respect of your personal data, in accordance with the Policy by emailing people@aspireapp.com.