Learning & Development Team Lead

About the Company

Rain makes the next generation of payments possible across the globe. We’re a lean and mighty team of passionate builders and veteran founders. Our infrastructure makes stablecoins usable in the real-world by powering card transactions, cross-border payments, B2B purchases, remittances, and more. We partner with fintechs, neobanks, and institutions to help them launch solutions that are global, inclusive, and efficient. You will have the opportunity to deliver massive impact at a hypergrowth company that is funded by some of the top investors in fintech, crypto, and SaaS, including Sapphire Ventures, Norwest, Galaxy Ventures, Lightspeed, Khosla, and several more. If you’re curious, bold, and excited to help shape a borderless financial future, we’d love to talk.

Our Ethos

We believe in an open and flat structure. You will be able to grow into the role that most aligns with your goals. Our team members at all levels have the freedom to explore ideas and impact the roadmap and vision of our company.

Role Overview

Rain is building a structured, high-performance Customer Experience organization that bridges frontline support, technical escalation, monitoring, and Engineering.

We are seeking a Senior Manager of Learning & Development to architect and operate a scalable CX learning infrastructure across internal teams and BPO partners.

This role requires hands-on ownership of our LMS (Docebo or similar), design of tier-based certification frameworks, and direct linkage between training and operational performance metrics.

This is a builder role. You will design the system and implement it.

What you'll do

Learning Architecture

• Design tier-based CX skill progression (T1 → Escalation-Ready → Advanced)

• Establish certification standards tied to escalation authority

• Define structured onboarding for internal and BPO teams

• Build recurring refresh cadence
  

LMS Ownership (Docebo Experience Required)

• Administer and optimize Docebo

• Configure learning paths, segmentation, certifications, reporting

• Build dashboards tied to QA and operational metrics

• Measure adoption and training impact

• Continuously improve LMS structure and performance

  • Candidates must have personally implemented or significantly configured Docebo (or comparable LMS).

Performance-Linked Training

• Translate QA trends into structured training programs

• Improve escalation clarity and ticket readiness

• Reduce reopen rates and escalation defects

• Improve time-to-productivity

• Build measurable improvement loops
  

Cross-BPO Enablement

• Standardize training across Rain and Horatio

• Ensure certification alignment across teams

• Audit consistency and adoption

What we're looking for

• 7+ years in Learning & Development, CX Enablement, or Technical Training

• Demonstrated experience implementing and administering Docebo (or comparable LMS)

• Experience designing certification frameworks tied to performance metrics

• Experience working with BPO environments

• Experience supporting technical or fintech teams preferred

Nice to have, but not mandatory

• Fintech experience (neobank or card issuing experience gets extra brownie points)

• Experience with smart contracts and blockchains

Things that enable a fulfilling, healthy, and happy experience at Rain:

• Unlimited time off 🌴 Unlimited vacation can be daunting, so we require Rainmakers to take at least 10 days off.

• Flexible working ☕ We support a flexible workplace. If you feel comfortable at home, please work from home. If you’d like to work with others in an office, feel free to come in. We want everyone to be able to work in the environment in which they are their most confident and productive selves. New Rainmakers will receive a stipend to create a comfortable home environment.

• Easy to access benefits 🧠For US Rainmakers, we offer comprehensive health, dental and vision plans for you and your dependents, as well as a 100% company subsidized life insurance plan.

• Retirement goals💡Plan for the future with confidence. We offer a 401(k) with a 4% company match.

• Equity plan 📦 We offer every Rainmaker an equity option plan so we can all benefit from our success.

• Rain Cards 🌧️ We want Rainmakers to be knowledgeable about our core products and services. To support this mission, we issue a card for our team to use for testing.

• Health and Wellness 📚 High performance begins from within. Rainmakers are welcome to use their card for eligible health and wellness spending like gym memberships/fitness classes, massages, acupuncture - whatever recharges you!

Team summits ✨ Summits play an important role at Rain! Time spent together helps us get to know each other, strengthen our relationships, and build a common destiny. Expect team and company off-sites both domestically and internationally.