Trust and Safety Trainer
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AI Summary
Lead the development and delivery of Trust and Safety training programs to ensure operational alignment and SOP adherence. Partner with QA and Product teams to identify performance gaps and implement structured coaching and knowledge resources.
About the Role:
- Job Title: Trust and Safety Trainer
- Reporting to: Trust and Safety Manager
- Hours: Full Time: Monday-Friday
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.
The ideal candidate will bridge the gap between SOP documentation and day-to-day execution by creating structured learning programs, reinforcing operational standards, and partnering closely with Trust and Safety Operations, QA, Intelligence, and Product teams.
This is a full-time role that can be held from one of our US offices or remotely in the United States.
Role Responsibilities:
Training Development & Delivery
- 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
Coaching & Quality Support
- 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
Operational Alignment
- 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
Knowledge Management
- Build and maintain centralized knowledge resources, training documentation, and operational playbooks
- Create scalable and accessible learning resources
- Identify opportunities for proactive training based on recurring operational pain points and trends
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
- Ability 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
- Ability to adapt quickly in a rapidly evolving fraud landscape
Success Metrics
- Improved SOP adherence and operational consistency
- Increased QA scores and reduced recurring errors
- Faster adoption of new processes and fraud mitigation strategies
- Increased employee confidence and engagement related to training and support
Why This Role Matters
- Trust and Safety requires more than onboarding. It demands continuous education, reinforcement, and adaptation. The Trust and Safety Training Analyst will play a critical role in strengthening operational excellence by ensuring teams are consistently aligned, confident, and prepared to respond to evolving fraud threats.
Compensation:
At Fetch, we offer competitive compensation packages including base, equity, and benefits to the exceptional folks we hire. The base salary range for this position is $72,000 - $85,000. Discover our benefits and how our employees live rewarded at https://fetch.com/careers.
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