Training Specialist, Customer Support

TikTok USDS Joint Venture; Scottsdale (AZ); On-site; USD 70,000 - 100,000; Full time

Job summary

TikTok USDS Joint Venture LLC is seeking a Customer Support Training Specialist to design, develop, and deliver high-quality training programs across Trust & Safety support pillars. You will translate complex SOPs into engaging learning content and lead Train-the-Trainer sessions for global BPO partners.

Reporting to the Training Team Lead, you will create interactive materials, onboard new teams, and monitor training effectiveness through metrics such as pass rates, CSAT, and QA.

Qualifications

• 3+ years of experience in Operational Training, Instructional Design, Learning & Development, or Customer Support Enablement.
• Demonstrated ability to create engaging learning collateral (presentations, job aids, quiz assessments) and facilitate interactive training sessions in adult learning environments.
• Proven track record of conducting Train-the-Trainer (TTT) sessions and evaluating vendor trainer performance across multi-site or BPO environments.
• Ability to quickly master complex workflows, safety policies, internal ticketing systems, and tool interfaces.
• Experience leveraging learning metrics (e.g., pass rates, CSAT/QA correlations) to evaluate training efficacy and iterate on content.

Responsibilities

• Design, build, and maintain engaging training materials, facilitator guides, e-learning modules, and knowledge assessments tailored to specific support scenarios (e.g., UGC, LIVE Streaming, Appeals, Account Integrity).
• Deliver dynamic onboarding academies, skill-up courses, and targeted refresher training for frontline in-house specialists and operational teams.
• Conduct rigorous TTT programs for BPO vendor trainers; certify, audit, and coach vendor trainers to ensure standard calibration and training consistency across global sites.

Skills

Operational Training

Instructional Design

Learning & Development

Customer Support Enablement

Tools

Learning Management Systems

Instructional Design Tools

Job description

Responsibilities

Team Overview

The USDS JV Trust & Safety Customer Support team is dedicated to providing best-in-class support, maintaining platform safety, and driving operational excellence.

As a core pillar of our centralized Customer Support Standards organization, the Training team serves as the operational capability engine. We are responsible for translating complex safety policies, product feature launches, and SOP updates into scalable, high-impact learning solutions. Our mission is to empower frontline teams—across both internal operations and global BPO vendor partners—with the knowledge, skills, and tools necessary to maintain platform trust, safety, and service precision.

Position Summary

We are seeking an engaging, detail-oriented, and execution-driven Customer Support Training Specialist to join our centralized Standards organization. In this role, you will be responsible for designing, developing, and delivering high-quality training programs across assigned Trust & Safety support pillars (e.g., User Safety Support, Live Safety Support).

Reporting to the Training Team Lead, you will play a hands‑on role in creating interactive learning materials, translating complex SOPs into digestible training content, conducting Train‑the‑Trainer (TTT) sessions for BPO partners, and facilitating onboarding and refresher sessions for in‑house teams. You will serve as a frontline enablement partner, ensuring agents achieve peak operational readiness and maintain strict quality compliance.

Key Responsibilities

Instructional Design & Content Creation

• Design, build, and maintain engaging training materials, facilitator guides, e‑learning modules, and knowledge assessments tailored to specific support scenarios (e.g., UGC, LIVE Streaming, Appeals, Account Integrity).
• Rapidly convert updated workflows, safety policy changes, and product feature rollouts into micro‑learning modules, job aids, and interactive simulations.
• Regularly review and update the training repository to ensure all learning materials reflect the latest SOPs, knowledge base articles, and operational guidelines.

Training Delivery & BPO Enablement

• Deliver dynamic onboarding academies, skill‑up courses, and targeted refresher training for frontline in‑house specialists and operational teams.
• Conduct rigorous TTT programs for BPO vendor trainers; certify, audit, and coach vendor trainers to ensure standard calibration and training consistency across global sites.
• Facilitate hands‑on practice, case studies, and tool walkthroughs to build practical troubleshooting capabilities and decision‑making accuracy.

3. Performance Tracking & Quality Calibration

• Administer knowledge checks, practical exams, and post‑training evaluations to measure learning comprehension and certify agent readiness.
• Monitor post‑training nesting performance, tracking metrics such as AHT, CSAT, and QA scores to shorten time‑to‑proficiency.
• Partner closely with QA, Workflow/SOP, and SME teams to identify frontline error trends and rapidly deploy targeted micro‑training interventions.

Qualifications

Minimum Qualifications:

• 3+ years of experience in Operational Training, Instructional Design, Learning & Development, or Customer Support Enablement.
• Demonstrated ability to create engaging learning collateral (presentations, job aids, quiz assessments) and facilitate interactive training sessions in adult learning environments.
• Proven track record of conducting Train‑the‑Trainer (TTT) sessions and evaluating vendor trainer performance across multi‑site or BPO environments.
• Ability to quickly master complex workflows, safety policies, internal ticketing systems, and tool interfaces.
• Experience leveraging learning metrics (e.g., pass rates, CSAT/QA correlations) to evaluate training efficacy and iterate on content.

Preferred Qualifications:

• Prior experience in Trust & Safety, Content Moderation, Live Streaming Operations, or High‑Risk Customer Support environments.
• Proficiency with instructional design tools and Learning Management Systems.
• High resilience and adaptability to manage shifting product features, rapid policy changes, and tight rollout timelines.

Trust & Safety

Content that this role interacts with includes images, video, and text related to every‑day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.

TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.

We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence‑based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person‑centred, innovative and integrated approach.

About USDS

TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision‑making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.

On‑site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real‑time decision‑making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in‑person schedule up to 5 days a week.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.

We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.

USDS Reasonable Accommodation

USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA