Training Specialist, Customer Support Ops

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

Responsibilities

About the Team

The Customer Support organization at TikTok USDS JV ensures that every interaction with our community is accurate, helpful, and safe. Our Training team is responsible for the end-to-end learning lifecycle, bridging the gap between operating procedures and frontline execution. We ensure our in-house and BPO teams have the knowledge and tools necessary to provide a superior customer experience by delivering high-impact training and maintaining agile learning materials. This role specifically entails facilitating core training programs, supporting learning projects, and building targeted modules to improve quality and efficiency across all support channels.

Key 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.

Qualifications

Minimum 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.

Preferred Qualifications

• Experience supporting training projects involving third-party vendors (BPOs) or external partners.
• Previous experience in a policy-heavy or regulated industry such as Trust & Safety.
• Knowledge of e-learning design tools (e.g., Articulate Storyline, Rise, or Canva) for creating supplemental digital learning modules.

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