Trust and Safety Trainer

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

Compensation & Benefits

• Base salary range: $72,000 - $85,000
• Equity in Fetch for full-time employees
• 401k Match: Dollar-for-dollar match up to 4%
• Comprehensive medical, dental and vision plans for employees and pets
• $10,000 per year in education reimbursement
• Employee Resource Groups and Inclusion Council participation
• Flexible PTO, 9 paid holidays, year-end week-long break
• 20 weeks of paid parental leave for primary caregivers, 14 weeks for secondary caregivers
• $2,000 Calvin Care Cash incentive for new family members
• Flexible work environment with hardware and software provided