About The Role

The Training & Development Specialist is responsible for designing, delivering, and improving training programs for Vivid’s Customer Support team. This role ensures all support agents - new hires and existing employees - are equipped with the knowledge, skills, and tools needed to deliver exceptional customer experiences. You will collaborate closely with CS leadership, Quality and Ops teams to keep training content accurate, engaging, and aligned with Vivid standards.

Your Mission

— Deliver onboarding training for new Customer Support agents (product, tools, workflows, soft skills, compliance).

— Run ongoing upskilling, refreshers, and targeted coaching based on operational needs.

— Use a mix of live training, blended learning, and digital content.

— Design and build training assets (presentations, playbooks, guides, knowledge base content, assessments).

— Create simulations and role-plays to build practical skills.

— Keep training materials up to date with feature, policy, and process changes.

— Use QA insights, KPIs, and feedback to spot performance gaps and plan training interventions.

— Measure learning outcomes and collaborate with CS, QA, Product, CRM, and Compliance to support rollouts and ensure readiness.

Your Profile

— 2–4+ years of experience in training, learning & development, or coaching within Customer Support (preferably in fintech, banking, or digital products).

— Strong experience in facilitating training sessions for remote or hybrid teams.

— Solid knowledge of customer service best practices, support operations, and contact-center workflows.

— Experience creating training content, e-learning modules, and documentation.

— Strong communication, presentation, and instructional design skills.

— Ability to simplify complex topics and make training engaging.

— Data-driven approach to assessing team needs and training impact.

— Fluent written and spoken English; additional languages are a plus.

Why Join Vivid?

— We have a hybrid model in one of our offices or fully remote outside office locations.

— Competitive salary and benefits package (depending on location).

— Real growth prospects, significant responsibility, and the ability to make an immediate impact from day one.