Customer Support Trainer - USDS

Tiktok•San Jose, CA

62d•Hybrid

About The Position

We are seeking a Trainer to join the USDS Trust & Safety team. This role is responsible for delivering high-quality training programs to support the Customer Support organization. The Trainer will facilitate new hire and ongoing training, support cross-training efforts across multiple workflows, and execute training initiatives to enhance the performance of Associates, Leaders, and Quality Analysts. The ideal candidate has strong facilitation skills, a passion for learning, and the ability to adapt training content to meet evolving business needs. This role may be exposed to harmful content as part of their core day-to-day functions, as well as in project work; in response to escalation requests; or by chance. Some content viewed my violate our community guidelines which include but are not limited to bullying; hate speech; child abuse; sexual assault; torture; bestiality; self-harm; suicide; and murder. In order to enhance collaboration and cross-functional partnerships, among other things, at this time, our organization follows a hybrid work schedule that requires employees to work in the office 3 days a week, or as directed by their manager/department. We regularly review our hybrid work model, and the specific requirements may change at any time.

Requirements

2+ years of experience in training delivery, learning & development, or facilitation.
Experience delivering large-scale training programs across multiple topics.
Strong presentation, facilitation, and communication skills.
Ability to manage multiple training projects in a fast-paced environment.
Strong organizational skills and attention to detail.
Experience with LMS platforms is a plus.
Ability to travel (20%) to TikTok offices as needed.

Nice To Haves

Your ability to work in a high tempo environment, adapt, respond to day-to-day challenges of the role.
Your resilience and commitment to self-care to manage the emotional demands of the role.

Responsibilities

Deliver instructor-led training for new hires, upskilling, and policy updates across multiple USO workflows.
Support cross-training efforts, ensuring Associates, Leaders, and Quality Analysts are equipped to handle different workflows and responsibilities.
Execute training projects, including content updates, pilot programs, and process improvements.
Partner with internal stakeholders (Policy, Quality, and Operations) to align training with business objectives.
Adapt training materials to reflect policy and workflow changes, ensuring accuracy and engagement.
Develop assessments, quizzes, and knowledge checks to measure training effectiveness.
Maintain and update training documentation, including curricula, guides, and SOPs.
Support the completion and certification of various courses in the LMS.
Foster a culture of learning by designing and delivering ongoing trainer development programs.
Translate complex policy updates into effective, digestible learning materials.
Apply adult learning principles to select appropriate training methods and delivery formats, including instructor-led sessions, self-paced eLearning, and blended learning solutions.