Safety Trainer, X Money

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today, SpaceX is actively developing the technologies to make this possible, with the ultimate goal of making life multiplanetary and expanding consciousness to the stars.
SpaceXSI is building Super Intelligence to help humanity understand the universe. Our teams are building the full Super Intelligence stack: from our Colossus supercomputers, to Grok models, to our suite of applications, including Grok Bot, Grok Build, Grok Imagine, Grok Voice, and X. We're creating a powerful flywheel where more compute trains better models, better models power more useful products, and what we learn from people using those products shapes what we build next.

RESPONSIBILITIES:

• Create and facilitate high-impact learning experiences—including live virtual sessions, in-person workshops, and asynchronous e-learning—focused on fintech products, payment systems, and financial software
• Translate evolving financial regulations (e.g., AML/KYC, credit risk standards) into clear training modules to ensure organizational adherence and safety
• Lead the end-to-end onboarding for new hires, (including Customer service agents, Dispute Analyst, Fraud Monitoring and Risk Operations analysts) equipping them with the technical and soft skills needed for the fintech landscape
• Design and maintain updated instructional materials, such as user manuals, job aids, and knowledge base content
• Assess training effectiveness using data-driven metrics, such as adoption rates and assessment scores, to identify skill gaps and refine programs
• Design scenario-based training on empathetic customer interactions (voice, chat, email), complex troubleshooting of accounts/transactions/cards/disputes, thorough CRM/ticketing documentation, proactive flagging to Product/Risk/Compliance teams, and achievement of key metrics (AHT, FCR, CSAT) in high-pressure fintech environments

BASIC QUALIFICATIONS:

• Bachelor’s degree in education or instructional design; OR 3+ years of experience with technical training/mentoring in a corporate, financial, or fintech environment

PREFERRED SKILLS AND EXPERIENCE:

• Expertise in designing and scaling agent training programs, including content development
• Fintech Domain Knowledge: Deep understanding of digital payments, blockchain, credit analysis, or banking software
• Proficiency in instructional design models (e.g., ADDIE) and tailoring content for professional learners.
• Experience with Learning Management Systems (LMS), CRM tools, and content authoring software like Articulate 360 or Adobe Captivate
• Strong data analytics skills to determine learning requirements
• Excellent project and program management capabilities with a track record of cross-functional collaboration
• Experience leveraging AI tools and technologies to enhance training management and operational efficiency
• Track record of building cross-functional safety training programs in partnership with Customer Support, Fraud, and Compliance stakeholders, using role-plays and metrics to close skill gaps and strengthen platform trust/safety
• Demonstrated ability to collect, analyze, and visualize complex data to inform strategic decisions
• Proficiency with BI and dashboard tools (e.g., SQL, Dremel, Looker/Data Studio, Tableau) to craft data-driven narratives
• Familiarity with AI-powered analytics and automation platforms for quality improvement and operational optimization
• Ability to own the end-to-end maintenance of internal and external knowledge bases, including creating new articles, updating existing content, archiving outdated information, and optimizing structure for better searchability and user experience.
• Certified Professional in Talent Development (CPTD), Training Industry Certified Professional in Training Management (CPTM) or similar certification

ITAR REQUIREMENTS:

• To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

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