Training Associate, Customer Support Ops - USDS

Responsibilities

About the Team:
The Customer Support organization at Tik Tok USDS JV ensures that every interaction with our community is accurate, helpful, and safe. The Training team is responsible for the end-to-end learning lifecycle, bridging the gap between operating procedures and frontline execution. We ensure our in-house and BPO teams have the knowledge and tools necessary to provide a superior customer experience by delivering high-impact training and maintaining agile learning materials.

This role specifically entails facilitating core training programs, supporting learning projects, and building targeted modules to improve quality and efficiency across all support channels.

Key Responsibilities:

• Ensure consistency in service delivery by training employees to follow established procedures, policies, and best practices to achieve high-quality User/Creator experiences.
• Design, develop, and deliver supplemental training materials, including workshops, instructional guides, and knowledge checks to meet the immediate needs of the customer support team.
• Conduct train-the-trainer (TTT) sessions for BPO trainers as well as new hire training on specific queues, workflows, systems, and soft skills.
• Develop comprehensive materials for refresher courses, upskilling, and new SOP roll-outs while continuously assessing effectiveness through participant feedback and performance metrics.
• Manage assigned training programs and work with QA and Team Leads to deploy e-learning solutions efficiently.
• Partner with cross-functional teams to address skill gaps and implement training solutions that improve performance and achieve business metric targets.
• Identify trends in training effectiveness and work to enhance training processes to increase efficiency, engagement, and knowledge retention.
• Identify process and workflow gaps and drive enhancements through data, trends, and partner collaboration.

Minimum Qualifications:

• Min 1 years of experience in the training field with a focus on delivery and facilitation.
• Experience with e-learning platforms, including compiling training materials or building Product Knowledge Testing (PKT).
• Excellent communication skills with the ability to explain complex policies and initiate new training tactics.
• Strong analytical and problem-solving skills, with the ability to use data to drive actionable training decisions.
• Strong multitasking and prioritization skills in a fast-paced environment.
• Bachelor’s degree in Business, Operations, or a related field, or equivalent practical experience.

Preferred Qualifications:

• Experience supporting training projects involving third-party vendors (BPOs) or external partners.
• Previous experience in a policy-heavy or regulated industry such as Trust & Safety.
• Knowledge of e-learning design tools (e.g., Articulate Storyline, Rise, or Canva) for creating supplemental digital learning modules.

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