Trust & Safety Training Architect

TikTok Inc.; Scottsdale (AZ); On-site; USD 90,000 - 130,000; Full time

Job summary

TikTok USDS Joint Venture LLC is seeking a Customer Support Training Specialist to design, develop, and deliver comprehensive training programs for Trust & Safety support pillars. You will translate complex SOPs into engaging content, create interactive learning materials, and lead train-the-trainer sessions for global vendor partners.

You will also facilitate onboarding and refresher sessions for in-house teams, monitor outcomes with learning metrics, and collaborate with QA and SME teams to

Qualifications

• 3+ years of experience in Operational Training, Instructional Design, Learning & Development, or Customer Support Enablement.
• Demonstrated ability to create engaging learning collateral 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 (pass rates, CSAT/QA correlations) to evaluate training efficacy and iterate on content.
• 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 to manage shifting product features and rapid policy changes.

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).
• 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.
• 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.
• 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 with QA, Workflow/SOP, and SME teams to identify frontline error trends and rapidly deploy targeted micro-training interventions.

Tools

Learning Management Systems

Instructional design tools

Job description

TikTok USDS Joint Venture LLC is seeking a Customer Support Training Specialist to design, develop, and deliver comprehensive training programs for Trust & Safety support pillars. You will translate complex SOPs into engaging content, create interactive learning materials, and lead train-the-trainer sessions for global vendor partners.

You will also facilitate onboarding and refresher sessions for in-house teams, monitor outcomes with learning metrics, and collaborate with QA and SME teams to