Training Team Lead - 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 & Enablement 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 looking for a strategic, performance-driven, and hands-on Customer Support Training Team Lead to lead and scale our centralized team of 5–8 Training Specialists (Trainers). In this role, you will oversee the end-to-end training architecture for all Trust & Safety customer support pillars, including User Safety Support (UGC) and Live Safety Support.

You will act as the key enablement bridge between centralized Standards (Workflow/SOP, VoC/Business Insight, Quality) and frontline execution heads. You and your team will drive learning readiness for new product feature rollouts, critical SOP changes, and quality enhancement initiatives across diverse in-house and BPO vendor operations.

Key Responsibilities

Team Leadership & Training Governance

• Lead, mentor, and empower a high-performing team of 5–8 Trainers. Establish clear team OKRs, assign business pillar alignment, and foster a culture of instructional excellence and continuous learning.
• Design, standardize, and maintain the end-to-end learning governance model, onboarding curricula, and ongoing learning paths tailored for the US Trust & Safety environment.
• Oversee Train-the-Trainer (TTT) frameworks and vendor training performance; ensure BPO vendor trainers strictly adhere to platform standards, methodology, and certification requirements.

Curriculum Strategy & Multi-Scenario Execution

• Direct the development and execution of tailored training programs across multiple support lines (e.g., UGC, LIVE Streaming, Account Integrity, Appeals, etc.) addressing distinct operational needs:
• Product & Feature Launches: Ensure 100% operational readiness for new product features and tooling updates.
• SOP & Policy Iterations: Rapidly translate updated workflows, policy changes, and decision trees into digestible micro-learning and refresher modules.
• Quality-Driven Interventions: Partner closely with QA to deploy targeted training interventions that address identified error trends and performance gaps.
• Leverage modern LMS tools, interactive modules, and scenario-based simulations to improve knowledge retention, reduce time-to-proficiency, and elevate frontline learning engagement.

Cross-Functional Alignment & Impact Measurement

• Partner as a trusted peer with frontline Heads (User, Creator, Live, Emerging Products Safety Support) and Standards Lead (Workflow & SOP, Business Insight) to align training priorities with operational roadmaps.
• Establish robust metrics to measure training efficacy (e.g., Assessment Pass Rates, Time-to-Proficiency, Post-Training SLA/QA Performance, SOP Adherence). Translate learning analytics into continuous curriculum optimizations.

Minimum Qualifications

• Bachelor's degree or equivalent practical experience in training, operations, or a related field.
• 5+ years of progressive experience in Operational Training, Learning & Development, or Customer Support Enablement, with 2+ years of direct people management experience leading a team of trainers or instructional designers.
• Proven track record of managing end-to-end training operations in high-volume Customer Support, Trust & Safety, Content Moderation, or tech-driven operational environments.
• Demonstrated experience designing and executing Train-the-Trainer programs and managing training compliance across outsourced vendor partners (BPOs).
• Strong stakeholder management skills; ability to collaborate effectively with operational peers, Product Managers, Policy Leads, and Quality teams in a fast-paced environment.
• Deep understanding of adult learning principles, instructional design methodologies, LMS platforms, and knowledge-check evaluation models.

Preferred Qualifications

• Specialized experience in Trust & Safety, real-time live streaming operations, or high-risk content policy enablement.
• Experience managing training operations in both in-house and multi-site BPO hybrid models.
• Proven track record of leveraging AI or automated learning tools to accelerate agent onboarding and reduce time-to-proficiency.
• Strong resilience and adaptability to navigate matrix global organizations and shifting business priorities.