What are the responsibilities and job description for the Customer Support Trainer - USDS position at TikTok?
Responsibilities
Our Customer Support Team is responsible for providing timely, high-quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week. We are seeking a Trainer to join the USDS Trust & Safety Customer Support 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.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
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.
Qualifications
Minimum Qualifications:
- 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.
Preferred Qualifications:
- 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.
Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
USDS Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA
Our Customer Support Team is responsible for providing timely, high-quality support to the TikTok community. Be it a forgotten account login credential or a technical issue, we provide friendly, on-brand resolutions 7 days/week. We are seeking a Trainer to join the USDS Trust & Safety Customer Support 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.
On-site presence across teams allows the company to operate with greater speed, alignment, and agility — especially in areas like real-time decision-making, team development, and integrated execution. As such, the company is shifting from a hybrid work model to a fully in-person schedule up to 5 days a week.
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.
Qualifications
Minimum Qualifications:
- 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.
Preferred Qualifications:
- 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.
Trust & Safety
Content that this role interacts with includes images, video, and text related to every-day life, but it can also include (but is not limited to) bullying; hate speech; child safety; depictions of harm to self and others, and harm to animals. Hence, it is possible that this role will be exposed to harmful content on a daily basis.
TikTok recognises that keeping our platform safe for the TikTok communities is no ordinary job which can be both rewarding and psychologically demanding and emotionally taxing for some. This is why we are sharing the potential hazards, risks and implications in this unique line of work from the start, so our candidates are well informed before joining.
We are committed to the wellbeing of all our employees and promise to provide comprehensive and evidence-based programs, to promote and support physical and mental wellbeing throughout each employee's journey with us. We believe that wellbeing is a relationship and that everyone has a part to play, so we work in collaboration and consultation with our employees and across our functions in order to ensure a truly person-centred, innovative and integrated approach.
About USDS
TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. U.S. Data Security (“USDS”) is a subsidiary of TikTok in the U.S. This new, security-first division was created to bring heightened focus and governance to our data protection policies and content assurance protocols to keep U.S. users safe. Our focus is on providing oversight and protection of the TikTok platform and U.S. user data, so millions of Americans can continue turning to TikTok to learn something new, earn a living, express themselves creatively, or be entertained. The teams within USDS that deliver on this commitment daily span across Trust & Safety, Security & Privacy, Engineering, User & Product Ops, Corporate Functions and more.
Why Join Us
Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day.
We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an "Always Day 1" mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.
Diversity & Inclusion
TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.
USDS Reasonable Accommodation
USDS is committed to providing reasonable accommodations in our recruitment processes for candidates with disabilities, pregnancy, sincerely held religious beliefs or other reasons protected by applicable laws. If you need assistance or a reasonable accommodation, please reach out to us at https://tinyurl.com/USDS-RA