Manager, Customer Care Training

JOB TITLE: Manager, Customer Care Training

LOCATION: Las Vegas, NV

REPORTS TO: SVP, Human Resources

The Company

Sunbit builds financial technology for real life. Our AI-native platform helps more people get to "yes" at the moments that matter with personalized offers, transparent terms, and no added consumer fees. In stores, practices and service centers across the country, Sunbit provides a fast, fair pay-over-time option. For everything else, the Sunbit Credit Card delivers a modern, no-fee credit experience managed in a powerful mobile app.

We are guided by people-centered values:
Serve Others Before Self, Include Always, Connect Genuinely, Innovate for Good. These values shape how we build, how we support customers and merchants, and how we work with each other.

What makes Sunbit different is an AI-native infrastructure that runs through the full customer and merchant journey. Our interconnected AI systems power instant decisioning, streamline fraud checks with human-in-the-loop safeguards, and enable highly personalized offers  result is a quick, fair, and simple experience for consumers and merchants.

We pair this technology with inclusion and transparency. Sunbit delivers industry-leading approval rates — 90%+ in auto service and 85%+ in dental — while maintaining zero consumer fee-based revenue. It is a better way to serve people and merchants, proven at scale.

Today, Sunbit is available across a nationwide, in-person merchant network of 30,000+ locations spanning auto service centers, dental and optical practices, veterinary clinics, and other specialty services. We help teams say "yes" more often and help customers move forward with confidence.

The Role:

Sunbit is hiring a Manager, Customer Care Training to own how our Las Vegas Customer Care team learns the work, from day one through full proficiency.

You will lead our frontline trainers, and own Care new hire onboarding and curriculum. You will create and manage a Care Learning Council that sets training priorities, builds and delivers tailored programs, and evaluates success with key center leadership and stakeholders.

The outcome we care about: agents who handle customer and merchant conversations with curiosity, accuracy, and compliance, and who get to the floor confident and ready.

This is a hands-on role. You will design and deliver training yourself, while directing and supporting a team and a system that scales with the Care Center.

What You’ll Own:

• Own Care new hire onboarding end to end: curriculum, schedule, andthe partnership with our nesting team.
• Set time-to-proficiency targets with Care leadership and report against them.
• Partner with the People Team so company onboarding and Care onboarding connect into one experience for new hires.
• Partner with dedicated trainers to co-facilitate Care new hire onboarding, periodically leading select modules and classroom sessions to support employee readiness.
• Assess skill gaps across new and tenured agents using QA, performance, and customer data.
• Design, deliver, and maintain training on supporting customers and merchants: core customer service skills, curiosity and problem solving, products, systems, and process changes.
• Build regulatory requirements for customer interactions into Care training so agents learn compliant behavior as part of the work, not as a separate course.
• Use a mix of methods: classroom, virtual, e-learning, on-the-job coaching, and refreshers.
• Work with subject matter experts and the Care knowledge base owners to keep content accurate as products and policies change.

Care Learning Council

• Stand up and run the Care Learning Council with leadership and key stakeholders to set training priorities, triage requests, and retire training that is not working.
• Move…