Training & Enablement Specialist

About the role

Aperia Solutions is consolidating its merchant onboarding and servicing operations onto a unified Salesforce platform. The Training & Enablement Specialist will design and deliver role‑based learning that equips customer‑facing teams to use the new platform confidently.

Key responsibilities

• Design and maintain persona‑based training within the Pathways Learning Enablement Framework for Sales, Servicing, Onboarding/Deployment, and Underwriting.
• Create multi‑modal learning assets such as illustrated walkthroughs, job aids, quick reference guides, e‑learning modules, and facilitator guides.
• Author Salesforce Knowledge articles and build In‑App Guidance walkthroughs to provide contextual help.
• Develop onboarding programs that shorten time to first successful transaction and reduce escalations.
• Define service standards, tone guidance, and call calibration frameworks that embed training into daily work.
• Analyze quality data, CSAT scores, and case volume to identify friction points and prioritize training updates.
• Facilitate live and virtual training sessions and lead persona discovery workshops.

Required profile

• Strong instructional design background with proven ability to translate complex workflows into effective learning experiences.
• Hands‑on customer service experience, preferably in fintech, payments, or related SaaS environments.
• Ability to collaborate with cross‑functional stakeholders including Sales, Operations, Servicing, Onboarding, and Underwriting.

Required skills

• Salesforce (including Knowledge articles and In‑App Guidance)

What we offer

• Opportunity to shape a brand‑new training library from the ground up.
• Work in a fast‑paced, global fintech organization with offices in Dallas, Washington DC, and Vietnam.
• Collaborative environment with professional development and growth potential.