CX Associate Manager - L&D at Aspire

Gurugram, Haryana, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

FinTechIndustries

Requirements

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

Responsibilities

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
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
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)

Skills

Customer Experience

Learning and Development

Help Center Management

SOPs

Knowledge Base

Training Programs

Data-Driven Training

Aspire

Influencer marketing platform for e-commerce brands

About Aspire

Aspire.io is an influencer marketing platform designed for high-growth e-commerce brands, connecting them with social media influencers to promote their products. The platform offers tools for influencer discovery, campaign management, and performance tracking, allowing brands to manage their influencer relationships efficiently. Aspire.io stands out by focusing specifically on e-commerce, providing features that enable trackable sales and streamlined collaboration. The company's goal is to help brands leverage influencer marketing to drive measurable results in awareness, engagement, and sales.

San Francisco, CaliforniaHeadquarters

2014Year Founded

$26.6MTotal Funding

SERIES_ACompany Stage

Data & Analytics, Consumer GoodsIndustries

201-500Employees

Benefits

Flexible Work Hours

Unlimited Paid Time Off

Paid Parental Leave

Risks

Fake followers on social media could undermine Aspire's campaign authenticity.

Complex ROI measurement may deter brands from investing in influencer marketing.

Integration challenges from CommerceUp acquisition could affect Aspire's operational efficiency.

Differentiation

Aspire empowers brands with a comprehensive suite of influencer marketing tools.

The platform offers custom, branded landing pages for seamless influencer onboarding.

Aspire facilitates trackable sales through bulk promo code creation and affiliate links.

Upsides

Aspire's acquisition of CommerceUp enhances its multilingual and multi-currency capabilities.

The rise of micro-influencers offers Aspire opportunities for targeted partnerships.

Aspire capitalizes on the shift towards word-of-mouth commerce for trusted recommendations.

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