Digital Experience Center Training and Support Specialist

Nymbus, Inc.

13d • Remote

About The Position

The Digital Experience Center Training and Support Specialist plays a critical role in developing, engaging, and empowering Digital Experience Center (DXC) agents supporting financial institutions within a FinTech environment. This position leads all new hire onboarding and training initiatives, as well as ongoing sustainment training for existing employees, ensuring agents consistently meet performance, quality, and customer experience standards.
Beyond traditional training delivery, this role actively promotes a positive and engaging learning culture by designing training experiences that build morale, encourage collaboration, and leverage gamification within CCaaS platforms to reinforce learning and performance. The Training and Support Specialist also partners cross-functionally with Implementation and Product teams to remain current on platform enhancements, new releases, and process changes, ensuring training content remains accurate, timely, and relevant.
The role also provides real-time agent support, monitors agent sentiment, and contributes to operational readiness. To remain closely aligned with day-to-day operations, limited participation in live phone, application, email, and chat support is required.

Requirements

• Prior experience in training, learning & development, or operational support within a contact center environment.
• Minimum of two (2) years of experience supporting financial services, FinTech, or other regulated customer service operations.
• Demonstrated ability to design and deliver engaging training programs in a fast-paced environment.
• Strong verbal and written communication skills with the ability to simplify complex topics and tailor messaging to diverse audiences.
• Proven analytical and problem-solving skills, including the ability to identify trends and recommend effective solutions.
• Ability to work independently and collaboratively across teams in a remote environment.
• Flexibility to support varying schedules, on-call needs, and occasional in-office work as required.
• Experience or familiarity with CCaaS platforms and workforce engagement tools.
• Working knowledge of Jira, Confluence, and reporting or analytics tools preferred.
• Comfortable learning and supporting new technologies, applications, and systems.

Nice To Haves

• Training experience within a financial institution or FinTech organization.
• Experience designing or supporting gamification, recognition, or incentive programs in a contact center environment.
• Knowledge of customer experience best practices, sentiment analysis, and employee engagement strategies.
• Prior experience handling inbound and outbound contact center interactions.
• Experience partnering with Quality Assurance, Product, or Implementation teams to support operational readiness and performance improvement initiatives.

Responsibilities

• Design, develop, and maintain all new hire training materials, including the DXC training manual, training syllabus, job aids, and digital learning content.
• Facilitate all new hire onboarding and training programs, ensuring content is engaging, effective, and aligned with operational goals.
• Integrate positivity, morale-building techniques, and adult learning best practices into training delivery to foster confidence, engagement, and team cohesion.
• Develop and implement gamification strategies within CCaaS tools and training programs (e.g., challenges, scorecards, recognition, and incentives) to reinforce learning, drive healthy competition, and improve performance outcomes.
• Partner with Team Leads to conduct early performance monitoring, identify skill gaps, and provide targeted one-on-one coaching and remediation.
• Document early performance monitoring methods and share findings with Team Leads and the Senior Director of the DXC.
• Ensure new hires achieve a minimum score of 80% on training knowledge assessments and 80% or higher on new hire scorecard evaluations within their first 30 days.
• Deliver remedial training when performance thresholds are not met and update training curriculum based on performance trends, feedback, and process changes.
• Develop and execute a sustainment training schedule informed by quality findings, performance metrics, system updates, and emerging risks.
• Collaborate closely with Quality Assurance to identify high-risk areas and align remediation strategies.
• Support Team Leads by reinforcing coaching techniques and engagement strategies that promote morale, accountability, and continuous improvement.
• Work closely with Implementation and Product teams to stay informed of new platform releases, feature enhancements, and process updates.
• Translate product and implementation changes into clear, actionable training materials and communications for agents.
• Ensure training content, job aids, and sustainment materials are updated proactively to reflect system changes and new functionality.
• Provide feedback to Product and Implementation teams based on agent experience, training outcomes, and operational insights.
• Provide real-time chat support to agents for questions related to systems, processes, and customer interactions.
• Monitor new agent sentiment and engagement during customer interactions, identifying trends that impact performance, morale, and customer satisfaction.
• Communicate observed trends, coaching actions, and engagement opportunities to Team Leads and leadership.
• Assist with troubleshooting agent issues related to tools, workflows, or customer scenarios.
• Handle a portion of live phone, application, email, and chat interactions to maintain hands-on knowledge of systems, processes, and customer needs.
• Partner with Team Leads, Quality Assurance, leadership, Product, and Implementation teams to ensure training aligns with operational and customer experience objectives.
• Generate, analyze, and present reports related to performance, training effectiveness, engagement, and sentiment trends.
• Identify and submit recommendations for process improvements, training enhancements, or CCaaS optimizations that support agent success and customer outcomes.
• Perform other duties as assigned.

Benefits

• Annual Cash Bonus and Equity Options commensurate with the role level and experience
• 100% Remote
• Robust 401(k) plan
• Insurance - Health, Dental and Vision
• Paid Time Off

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees