Trainer - Digital Marketing Content Moderation

San Antonio, Texas Full Time Operations

TaskUs is an Inc. 500 Fastest Growing Companies in America 3 years and running. There are 49 of us at our newly built office in Santa Monica, and 5,000+ employees internationally (sounds big, but we still consider ourselves a startup). This role is based out of our brand new office in San Antonio, TX- our first domestic production site. Within minutes of the hip Pearl District and along the San Pedro Creek Project, the area offers plenty of green space, hiking and biking trails, art districts, restaurants, hotels and a booming startup scene- the perfect place for TaskUs to call home.

TaskUs is where people who are fed up with the status quo come to thrive. We are a collective of doers who believe that even if something isn't broken, it could still do with some fixing. Our attitude to continuous improvement is just one of the beliefs that emanate from our core values, which are the backbone of our company and our culture.

We’re looking for a Trainer in the Content Moderation realm to join our reputable team of dedicated support members in our customer experience agency. This is a unique, customer centric role in a high volume, start-up environment. Content Moderators actively contribute to excellence in customer support – and they are passionate about connecting customers with the right solutions. The position is full time, 5 days a week.

 Job Summary

Our client’s, one of the world’s largest social media platforms, believes in giving people the power to build community and bring the world closer together. They have built a company that connects billions of people, through apps and services, giving them ways to connect and share what matter the most. It is the mission of the Business Integrity team to ensure safe and trusted connections between people, businesses, and social media. Our team works together to anticipate and predict potential threats to our platform, design and build tools to protect against these threats, and then implement and enforce these systems at scale. We leverage data analysis, machine learning and a robust infrastructure to review the quality of promoted content on our platform. We partner closely with several cross-functional teams, including product, engineering, and data science, to ensure high quality and safe experiences for both people and businesses across the Social Media family of apps. Successful candidates for this team are adaptable, creative, have a bias toward action, and aren't afraid of being wrong.

Responsibilities:

o  Planning, design and delivery of Training sessions, including Ad Hoc Training, for both new and existing team members

o  Develop effective induction programs to assure new hires embrace company culture and understand required potentially lacking cultural context for markets to be supported

o  Monitor and review the progress of trainees through questionnaires and discussions with managers and ensure corrective action when needed

o  Ensure Training Quality through Service Level and Training evaluations/assessments

o  Communicate with diverse audiences (e.g., employees, management, other sites, etc.) to provide information and clarification regarding training programs, actions, policies, procedures and best practices

o  Work closely with the company Training and Policy Team to assure training content is updated and aligned with FB’s Abuse Standards/Terms of Service

o  Review existing measurement tools, metrics and feedback to gauge the effectiveness of the training

o  Conduct ongoing and thorough analysis of organizational, departmental and individual training needs

o  Ensure that training solutions are designed in a logical, structured and clear manner, reflective of learning objectives and suited to a variety of learning styles

o  Manage participation during training delivery to ensure maximum contribution - test for understanding, observe behavior and alter delivery method if necessary

o  Keep self-updated on Learning & Development Best Practice

o  Evaluate on a regular basis employee skill and knowledge levels relevant to their assigned responsibilities

 Requirements:

o  3+ years of experience in a training role in a technical support or client care operation

o  Good knowledge of Quality/Process Improvement techniques

o  High level of energy, drive, enthusiasm, initiative and commitment

o  Excellent communication, consulting, influencing and interpersonal skills.

o  Proven track record of collaborating with cross-functional groups to produce results

o  Passion for ensuring a world class support experience for our community

o  Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams


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