Training Specialist, Customer Support

Location: Scottsdale, United States; fully in-person schedule up to 5 days a week

Company

hirify.global operates a data privacy, cybersecurity, trust, and safety program for U.S. users and content ecosystems.

What you will do

• Design and maintain training materials, facilitator guides, e-learning modules, job aids, and knowledge assessments for Trust & Safety support scenarios.
• Convert workflow updates, safety policy changes, and product launches into micro-learning modules, simulations, and practical support materials.
• Deliver onboarding academies, skill-up courses, and refresher training for in-house frontline teams.
• Conduct Train-the-Trainer programs for BPO vendor trainers, including certification, auditing, coaching, and calibration across sites.
• Administer knowledge checks, practical exams, and post-training evaluations to certify agent readiness.
• Track AHT, CSAT, QA scores, and post-training performance while partnering with QA, workflow, and subject-matter-expert teams on targeted interventions.

Requirements

• 3+ years of experience in operational training, instructional design, learning and development, or customer support enablement.
• Experience creating presentations, job aids, quiz assessments, and other learning collateral.
• Experience facilitating interactive training in adult learning environments.
• Proven experience conducting Train-the-Trainer sessions and evaluating vendor trainers in multi-site or BPO environments.
• Ability to quickly learn complex workflows, safety policies, ticketing systems, and tool interfaces.
• Experience using learning metrics such as pass rates and CSAT/QA correlations to evaluate and improve training.

Nice to have

• Experience in Trust & Safety, content moderation, live streaming operations, or high-risk customer support.
• Proficiency with instructional design tools and Learning Management Systems.
• Resilience and adaptability in response to changing product features, policy updates, and tight rollout timelines.

Culture & Benefits

• Work focuses on platform safety, operational excellence, and support for frontline teams and BPO partners.
• Potential exposure to harmful content, including bullying, hate speech, child safety issues, and depictions of harm.
• Comprehensive evidence-based physical and mental wellbeing programs are provided.
• Inclusive workplace with reasonable accommodations available during recruitment.
• On-site collaboration supports rapid decision-making, team development, and integrated execution.