Trainer, Trust & Safety

About the role

IntouchCX is seeking a Trainer, Trust & Safety to lead the full learning lifecycle for its moderation teams. You will guide new hires from onboarding through the nesting phase, ensuring they meet strict accuracy standards while handling sensitive content.

Key responsibilities

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

Required profile

• Pass a background check.
• 2–6 years of experience in Trust & Safety, content moderation, or BPO.
• Prior experience as a Trainer, SME, or Quality Analyst is preferred.
• Professional fluency in Spanish and English.
• Strong facilitation, instructional design, and public‑speaking abilities.
• Ability to simplify dense policy documentation into accessible training concepts.
• Constructive coaching skills for handling sensitive content.
• Flexibility to work varied shifts, including nights, weekends, and holidays, to support a 24/7 environment.

Required skills

• Proficiency with Google Workspace.
• Proficiency with Microsoft Office applications.

What we offer

• Equal employment opportunity in accordance with Guatemalan law.
• A dynamic, fast‑paced environment focused on continuous learning and impact.