Customer Support Training Architect

TikTok USDS Joint Venture; Scottsdale (AZ); On-site; USD 60,000 - 90,000; Full time

Job summary

TikTok USDS Joint Venture LLC is seeking a Learning & Training Specialist to design, develop, and deliver core training programs for our customer support teams. You will support learning projects and build targeted modules to improve quality and efficiency across all support channels.

You will facilitate train-the-trainer sessions, craft refresher content, and measure outcomes with feedback and metrics to continually improve performance.

Qualifications

• Min 3 years of experience in the training field with a focus on delivery and facilitation.
• Experience with e-learning platforms, including compiling training materials or building Product Knowledge Testing (PKT).
• Excellent communication skills with the ability to explain complex policies and initiate new training tactics.
• Strong analytical and problem-solving skills, with the ability to use data to drive actionable training decisions.
• Strong multitasking and prioritization skills in a fast-paced environment.
• Bachelor’s degree in Business, Operations, or a related field, or equivalent practical experience.

Responsibilities

• Ensure consistency in service delivery by training employees to follow established procedures, policies, and best practices to achieve high-quality User/Creator experiences.
• Design, develop, and deliver supplemental training materials, including workshops, instructional guides, and knowledge checks to meet the immediate needs of the customer support team.
• Conduct train-the-trainer (TTT) sessions for BPO trainers as well as new hire training on specific queues, workflows, systems, and soft skills.
• Develop comprehensive materials for refresher courses, upskilling, and new SOP roll-outs while continuously assessing effectiveness through participant feedback and performance metrics.
• Manage assigned training programs and work with QA and Team Leads to deploy e-learning solutions efficiently.
• Partner with cross-functional teams to address skill gaps and implement training solutions that improve performance and achieve business metric targets.
• Identify trends in training effectiveness and work to enhance training processes to increase efficiency, engagement, and knowledge retention.
• Identify process and workflow gaps and drive enhancements through data, trends, and partner collaboration.

Skills

Training delivery

Facilitation

Communication skills

Data-driven decisions

Multitasking

Education

Bachelor’s degree in Business/Operations

Tools

Articulate Storyline

Rise

Canva

Job description

TikTok USDS Joint Venture LLC is seeking a Learning & Training Specialist to design, develop, and deliver core training programs for our customer support teams. You will support learning projects and build targeted modules to improve quality and efficiency across all support channels.

You will facilitate train-the-trainer sessions, craft refresher content, and measure outcomes with feedback and metrics to continually improve performance.