Customer Support Trainer - USDS

Responsibilities

Our Customer Support Team is responsible for providing timely, high-quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week. We are seeking a Trainer to join the USDS Trust & Safety Customer Support team. This role is responsible for delivering high-quality training programs to support the Customer Support organization. The Trainer will facilitate new hire and ongoing training, support cross-training efforts across multiple workflows, and execute training initiatives to enhance the performance of Associates, Leaders, and Quality Analysts. The ideal candidate has strong facilitation skills, a passion for learning, and the ability to adapt training content to meet evolving business needs.

This role may be exposed to harmful content as part of their core day-to-day functions, as well as in project work; in response to escalation requests; or by chance.

Some content viewed my violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder.

In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Responsibilities:
- Deliver instructor-led training for new hires, upskilling, and policy updates across multiple USO workflows.
- Support cross-training efforts, ensuring Associates, Leaders, and Quality Analysts are equipped to handle different workflows and responsibilities.
- Execute training projects, including content updates, pilot programs, and process improvements.
- Partner with internal stakeholders (Policy, Quality, and Operations) to align training with business objectives.
- Adapt training materials to reflect policy and workflow changes, ensuring accuracy and engagement.
- Develop assessments, quizzes, and knowledge checks to measure training effectiveness.
- Maintain and update training documentation, including curricula, guides, and SOPs.
- Support the completion and certification of various courses in the LMS.
- Foster a culture of learning by designing and delivering ongoing trainer development programs.
- Translate complex policy updates into effective, digestible learning materials.
- Apply adult learning principles to select appropriate training methods and delivery formats, including instructor-led sessions, self-paced eLearning, and blended learning solutions.

Qualifications

Minimum Qualifications:
- 2+ years of experience in training delivery, learning & development, or facilitation.
- Experience delivering large-scale training programs across multiple topics.
- Strong presentation, facilitation, and communication skills.
- Ability to manage multiple training projects in a fast-paced environment.
- Strong organizational skills and attention to detail.

Preferred Qualifications:
- Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
- Your resilience and commitment to self-care to manage the emotional demands of the role.
- Experience with LMS platforms is a plus.