Learning and Development Lead

We're looking for a builder to own Learning and Development at Cardless from the ground up. You'll design the systems that turn new hires into confident specialists, close skill gaps across the CS team, and make sure our training keeps pace with fast-moving fintech. It's cross-functional, high-ownership work, and the impact is visible.

This isn't a "maintain the existing program" role. You'll build the L&D function from scratch (i.e. onboarding, ongoing training, performance coaching, and knowledge management). You'll partner directly with Product, Compliance, and Operations to translate complexity into training that actually sticks, and you'll measure whether it's working.

A few things worth knowing:

• We work in the office 5 days a week. We know that's a dealbreaker for some people, and that's okay.

• You'll be building, not inheriting. There's only a nascent program to plug into. You'll be starting from a blank canvas — and that should excite you, not unsettle you.

• Fintech complexity is real. Credit cards sit at the intersection of product, compliance, fraud, and banking. You'll need to get fluent quickly and build that fluency into everything you create.

• Speed matters. Our product, policies, and team evolve fast. Training materials and documentation have a short shelf life if you're not staying ahead of them.

If that sounds like your kind of work, keep reading.

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  Design the L&D function end-to-end: onboarding, ongoing training, performance coaching, and knowledge management.

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  Identify skill gaps across the CS team and build targeted training to close them.

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  Create and maintain SOPs, process guides, and customer-facing resources.

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  Partner with Product, Compliance, and Operations to translate complexity into usable training.

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  Define and track KPIs for L&D effectiveness — ramp time, CSAT correlation, assessment scores.

• 3–5 years in L&D, training, customer service enablement, or a related field.

• Proven experience building or significantly rebuilding a training program (not just maintaining one).

• Strong writing and communication skills. You'll produce a lot of content and quality matters.

• Comfortable with QA frameworks and data-driven iteration.

• Fintech, financial services, or regulated industry experience is a strong plus.

• Startup experience or demonstrable comfort with fast-moving, resource-constrained environments.

• Availability to travel up to 25% of time to outsourced BPO locations for training.

• San Francisco-based and in-office 5 days a week.

We're headquartered in San Francisco, CA. This role is in-office 5 days a week.