Training Team Lead - Customer Support
TikTok USDS Joint Venture
2 hours ago
Full-time
On-site
Scottsdale, Arizona, United States
Manager
Responsibilities
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.
Qualifications
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.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
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.
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
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.
Qualifications
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.
About USDS
TikTok USDS Joint Venture LLC is dedicated to the safety and security of millions of Americans who create, discover, and connect with what they love on the apps we operate. The Joint Venture has been established in compliance with the Executive Order signed by President Trump on September 25, 2025. Our foundation is a comprehensive data privacy and cybersecurity program we operate under defined safeguards to protect national security and secure U.S. user data, apps and the algorithm. We safeguard the U.S. content ecosystem, holding decision-making authority for trust and safety policies and moderation. USDS Joint Venture helps ensure Americans can continue to express their creativity, discover new hobbies and interests, and build thriving communities and businesses on a global scale.
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.
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