Customer Training Specialist

Summary:

This role focuses on delivering training programs for the global Trust & Safety content moderation team. The position involves creating and delivering Virtual Instructor-Led Trainings (VILT), self-paced learning, and E-learning assets, with a focus on onboarding and regular update training. The role also includes coaching new hires and evaluating program success in collaboration with the Quality team and stakeholders.

Job Responsibilities:

• Deliver training programs for the Trust & Safety content moderation team and other smaller teams.
• Conduct Virtual Instructor-Led Trainings (VILT), self-paced learning, and E-learning assets.
• Coach new hires to work in production queues.
• Collaborate with the Quality team to identify and define success metrics for training programs.
• Lead role-based training for content moderators, including onboarding and regular updates.

Required Skills:

• Experience with Content Policy or Anti-Abuse Operations.
• Proficiency in using a variety of learning tools to create content.
• Experience managing courses and learners in a Learning Management System.
• Ability to analyze and produce content through the perspective of a learner.
• Familiarity with Internet Policy and Trust & Safety risk trends like spam, fraud, identity theft, abuse, and misinformation.
• Knowledge of adult learning principles and theories, with the ability to adapt based on various situations, individuals, and audiences.
• Effective and professional communication skills.
• Passion for learning and utilizing new technologies to deliver effective training.
• Ability to work collaboratively in a global team environment, as well as independently.
• Strong organizational and prioritization skills across multiple projects and deadlines.
• Capability to create processes that optimize an ever-changing 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 developing online instructor-led and self-study programming.
• Preferred: Master&rsquos degree in a related field.