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 provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.

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 [email protected] for review and validation.