Customer Training Specialist

Summary:

This position is responsible for delivering training initiatives for the global Trust & Safety content moderation team. The role includes designing and facilitating Virtual Instructor-Led Trainings (VILT), self-paced learning, and E-learning assets, with an emphasis on both onboarding and ongoing update training. Additionally, the role provides coaching for new hires and works with the Quality team and other stakeholders to assess and evaluate the effectiveness of training programs.

Job Responsibilities:

• Provide training programs for the Trust & Safety content moderation team as well as other smaller teams.
• Run Virtual Instructor-Led Trainings (VILT), develop self-paced learning, and create E-learning assets.
• Coach new hires to perform work in production queues.
• Partner with the Quality team to define and establish success metrics for training programs.
• Own role-based training for content moderators, including onboarding and regular updates.

Required Skills:

• Experience in Content Policy or Anti-Abuse Operations.
• Ability to use a range of learning tools to develop training content.
• Experience managing courses and learners within a Learning Management System.
• Capability to analyze and develop content from the learner’s point of view.
• Awareness of Internet Policy and Trust & Safety risk trends, including spam, fraud, identity theft, abuse, and misinformation.
• Understanding of adult learning principles and theories, with the ability to adapt to different situations, individuals, and audiences.
• Strong, professional communication skills.
• Enthusiasm for learning and for leveraging new technologies to deliver effective training.
• Ability to collaborate within a global team and also work independently.
• Excellent organizational and prioritization skills across multiple projects and deadlines.
• Ability to design processes that improve performance in a constantly evolving environment.

Education & Qualifications:

• BA/BS degree in Instructional Design, Instructional System Technology, Learning Design & Technology, Adult Education, or a related technical discipline, or equivalent practical experience.
• 3 years of experience in instructional design and in developing online instructor-led and self-study programming.
• Preferred: Master&rsquos degree in a related field.