Trust and Safety Trainer

About the role

We are seeking a highly organized and proactive Trust and Safety Trainer to lead the development, delivery, and continuous improvement of Trust and Safety training programs. This role will serve as the primary owner of Trust and Safety training strategy, ensuring employees remain aligned, informed, and equipped to effectively respond to evolving trends, operational processes, and quality expectations.

Role Responsibilities

• Develop, maintain, and continuously improve a standardized Trust and Safety training curriculum for onboarding and ongoing education
• Translate SOPs, workflows, and operational changes into practical, easy-to-understand training materials
• Deliver instructor-led, virtual, and self-guided training sessions for the Trust and Safety Team
• Create refresher trainings to reinforce critical Trust and Safety processes, policy updates, and emerging trends
• Ensure training content remains current as strategy, tools, and internal procedures evolve
• Partner closely with QA teams to identify performance gaps and recurring operational issues
• Design and implement structured coaching programs based on QA findings
• Provide targeted 1:1 and group coaching to improve accuracy, consistency, and SOP adherence
• Monitor training effectiveness through QA trends, employee feedback, and operational performance metrics
• Serve as a key liaison between Ops, Intelligence, QA, and Product teams to ensure training aligns with real-time operational needs
• Support major process rollouts and operational changes with clear communication and reinforcement plans
• Help drive consistency across teams by standardizing knowledge and best practices

Minimum Requirements

• 2+ years of experience in learning and development or training
• Experience developing and delivering training content in an operational environment
• Strong understanding of workflows, SOP adherence, and operational processes
• Excellent communication, presentation, and coaching skills
• Able to simplify complex processes into actionable guidance
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment

Preferred Requirements

• Experience in fraud investigations, trust & safety, or risk operations
• Analytical mindset with the ability to identify trends and training opportunities from QA or operational data
• Familiarity with LMS platforms, knowledge management systems, or instructional design principles is a plus
• Strong documentation and process improvement capabilities
• Able to adapt quickly in a rapidly evolving fraud landscape