Trust & Safety Training Specialist - Frontline Enablement

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

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.