Training and Development Specialist

Affirm aims to provide better financial products to improve the lives of consumers. We have grown since our inception and are looking for a Training and Development Specialist who will join us to scale the Operations team in our hyper-growth stage.  The Training and Development Specialist will ensure the customer-facing teams’ readiness to support new products and services. This is a full time role in our San Francisco Headquarters. 


  • Manage the delivery of changes to Affirm’s products and services to minimize risk and achieve high reliability, adoption and uptake from customer care agents
  • Create and maintain training curriculum, including onboarding and refresher training on product and tool knowledge, operational processes, talking points and compliance requirements
  • Manage training curriculum on the agent knowledge base and support training and process escalations from call center teams
  • Participate in quality calibrations and the development of quality evaluations to ensure customer care agents are meeting Affirm’s quality standards
  • Monitor agent complaints and coaching opportunities to ensure the effectiveness of training resources
  • Conduct Training Needs Analysis to identify gaps in training curriculum as well as opportunities to enhance product, agent tooling and processes
  • Conduct post-mortem after change has been delivered to identify lessons learned and improvement opportunities 


  • Bachelor’s degree 
  • Previous change management and/or training experience
  • Understanding of training principles, tools and best practices
  • Passion and drive to change consumer banking for the better
  • Team player with the ability to collaborate and be sensitive of others
  • Excellent listening and problem-solving skills with keen attention to detail and organizational skills
  • Proactive thinking, constantly seeking improvement opportunities in work
  • Excellent verbal and written communication skills, including training content development and presentations
  • Willingness to travel 

Meet Some of Affirm's Employees

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