Trainer, Trust & Safety

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About the Job

The Trainer, Trust & Safety, leads the end-to-end learning lifecycle for Trust & Safety teams, encompassing onboarding, policy deployment, nesting floor supervision, and targeted upskilling. The position ensures new hires transition smoothly into live production while achieving strict baseline accuracy standards.

As a Trainer, Trust & Safety, You Will…

• Deliver structured onboarding and policy training sessions to new hire moderation cohorts.
• Translate complex platform safety guidelines and edge cases into clear learning modules, SOPs, and quizzes.
• Provide active floor mentorship and query resolution during the critical nesting phase to ensure production readiness.
• Collaborate with QA and Operations teams to design targeted refresher interventions that resolve identified knowledge gaps.

As a Trainer, Trust & Safety, You Need…

• Must successfully pass a background check
• Have 2–6 years of experience in Trust & Safety / Content Moderation / BPO
• Prior experience as a Trainer / Subject Matter Expert (SME) / Quality Analyst preferred
• Professional fluency in Spanish and English
• Strong facilitation, instructional design, and public speaking abilities
• Capability to simplify dense, nuanced policy documentation into accessible training concepts
• Constructive coaching skills to build confidence in trainees handling sensitive content
• Proficiency in Google Workspace and MS Office applications
• Ability to work in a fast-paced, hectic, changing environment
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Flexibility to work a variety of shifts, including days, evenings, weekends, holidays, or rotational shift coverage to support a 24/7 operational environment.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to hr@intouchcx.com for review and validation.