Training Specialist, Customer Support

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.
• 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.

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.