Training Facilitator, Trust & Risk

Whatnot•Phoenix, AZ

10d•Hybrid

About The Position

The Training Facilitator will play a crucial role in the success of agents within our Trust and Risk team. This role will focus on onboarding new agents and occasionally training tenured agents, ensuring they are equipped with the knowledge, skills and confidence to succeed in their roles. You will be responsible for delivering high-impact training, tracking progress, and supporting managers to ensure a successful transition from training to daily agent operations. Coordinate all aspects of training sessions, including scheduling, logistics, and materials preparation. Deliver comprehensive and engaging onboarding training sessions to agents, ensuring they are equipped with the necessary skills and knowledge to succeed in their roles. For onboarding programs, work with Managers to monitor new agents’ performance and ensure a smooth transition from the onboarding program to full productivity as agents. Partner closely with Trust and Risk teams to proactively identify learning or knowledge gaps. Work collaboratively to close these gaps quickly and efficiently to ensure agents meet performance expectations. Regularly audit and update training materials to ensure they are aligned with the latest SOPs, policies, and procedures. Track and evaluate the success of training programs using key performance indicators (KPIs) such as early performance metrics. This role focuses on onboarding and training new hire agents and requires continuous, in-person delivery due to the nature of the work. We offer flexibility to work from home or from one of our global office hubs, and we value in-person time for planning, problem-solving, and connection. Team members in this role must live within commuting distance of our Phoenix hub.

Requirements

3+ years of hands-on experience in Trust & Risk operations or delivering training for frontline operational teams.
Prior experience with eLearning software, Zendesk, data platforms such as Sigma, familiar with excel/google Sheets
Understanding of industry learning trends and best practices, adult learning theory, and instructional design principles
Proven ability to operate effectively in fast-paced, ambiguous environments with frequently changing priorities and operational needs.
Highly agile and adaptable: comfortable facilitating training even when content is still evolving, able to quickly absorb new information, and willing to step in and deliver rather than waiting for perfect clarity or full documentation.
Demonstrated willingness to learn in real time, iterate quickly, and improve training as policies and processes mature
Flexibility to occasionally work non-standard hours, holidays, or adjusted schedules to meet operational training needs.
You are based in Phoenix, AZ

Nice To Haves

You have familiarity with working with large, diverse operations organizations (preferred)
You have experience in startups, marketplaces, or e-commerce (preferred)

Responsibilities

Coordinate all aspects of training sessions, including scheduling, logistics, and materials preparation.
Deliver comprehensive and engaging onboarding training sessions to agents, ensuring they are equipped with the necessary skills and knowledge to succeed in their roles.
For onboarding programs, work with Managers to monitor new agents’ performance and ensure a smooth transition from the onboarding program to full productivity as agents.
Partner closely with Trust and Risk teams to proactively identify learning or knowledge gaps.
Work collaboratively to close these gaps quickly and efficiently to ensure agents meet performance expectations.
Regularly audit and update training materials to ensure they are aligned with the latest SOPs, policies, and procedures.
Track and evaluate the success of training programs using key performance indicators (KPIs) such as early performance metrics.

Benefits

Generous Holiday and Time off Policy
Health Insurance options including Medical, Dental, Vision
Work From Home Support
Home office setup allowance
Monthly allowance for cell phone and internet
Care benefits
Monthly allowance for wellness
Annual allowance towards Childcare
Lifetime benefit for family planning, such as adoption or fertility expenses
Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
Monthly allowance to dogfood the app
Parental Leave
16 weeks of paid parental leave + one month gradual return to work company leave allowances run concurrently with country leave requirements which take precedence.