Instructional Designer: US Customer Support Training

TikTok USDS Joint Venture; Scottsdale (AZ); On-site; USD 85,000 - 125,000; Full time

Job summary

TikTok USDS Joint Venture LLC is seeking an experienced Instructional Designer to architect our learning content for the US Customer Support Organization. Reporting to the Training Lead, you will own the full content lifecycle—from needs analysis to deployment—empowering both in-house and BPO teams across multiple queues and LOBs.

You will translate complex policies into clear, engaging training, design modules including SCORM eLearning and virtual sessions, and collaborate with subject matter

Qualifications

• 3+ years of instructional design experience in high-volume contact center or tech environments.
• Expert proficiency with authoring tools (Articulate 360/Storyline, Adobe Captivate) and graphic design software.
• 2+ years of LMS content management, including SCORM/xAPI.
• Advanced project management skills enabling multiple content projects.
• Ability to work autonomously in a fast-paced, evolving environment.
• Excellent written communication translating policy into instruction.

Responsibilities

• Design end-to-end training programs including virtual instructor-led sessions, self-paced eLearning (SCORM), and blended solutions for the US customer support lifecycle.
• Analyze performance data (CSAT, Error Rates, AHT) to deploy targeted interventions addressing skill gaps across LOBs.
• Apply ADDIE and adult learning theories to select effective modalities based on learner needs and policy requirements.
• Collaborate with Operations, Quality, and Training Delivery SMEs to translate updates into engaging content.
• Build quizzes, assessments, and certification paths to measure learning retention and ensure standards.
• Maintain a scalable training library and update materials in real-time as SOPs/products evolve.
• Develop Train-the-Trainer materials and delivery plans for consistent execution across BPO partners.
• Manage learning technologies and authoring tools to enhance visuals and interactivity.

Skills

Instructional design

Project management

Data-driven decision making

Written communication

Tools

Articulate 360/Storyline

Adobe Captivate

LMS management

Job description

TikTok USDS Joint Venture LLC is seeking an experienced Instructional Designer to architect our learning content for the US Customer Support Organization. Reporting to the Training Lead, you will own the full content lifecycle—from needs analysis to deployment—empowering both in-house and BPO teams across multiple queues and LOBs.

You will translate complex policies into clear, engaging training, design modules including SCORM eLearning and virtual sessions, and collaborate with subject matter