Team Lead, Trust & Safety at IntouchCX

Job description

About the Job The Team Lead, Trust & Safety, is responsible for managing a team of Content Moderators to ensure high-quality, accurate, and timely content review in accordance with client guidelines and platform policies. The role focuses on team performance, quality, productivity, SLA adherence, employee development, and operational efficiency. As Team Lead, Trust & Safety, You Will… Manage and lead a team of Content Moderators to meet productivity, quality, and SLA targets. Monitor team performance and provide regular coaching, feedback, and mentoring. Conduct performance reviews, 1:1 meetings, and development planning. Ensure adherence to client policies, content guidelines, and compliance standards. Handle escalations and complex moderation cases. Drive process improvements and support operational excellence initiatives. Maintain accurate performance reports and dashboards. Collaborate with Quality, Training, and Operations teams to address performance gaps and drive continuous improvement. Manage team engagement, attendance, and discipline. Support hiring, onboarding, and training of new team members. As Team Lead, Trust & Safety, You Need… Must successfully pass a background check. 5–7 years of content moderation experience, with a background as a dedicated Content Moderation Team Lead. Experience in a BPO/ITES environment preferred. Professional fluency in Spanish and English. Strong people management and leadership skills. Good understanding of content moderation policies and tools. Ability to handle sensitive content with resilience. Excellent verbal and written communication skills. Strong stakeholder management, analytical and problem-solving skills. Expertise in coaching, mentoring, and developing team members. Ability to handle escalations, complex situations and work effectively in fast-paced and high-pressure environments. Deep understanding of quality, productivity, and SLA metrics. Flexibility to work a variety of shifts, including days, evenings, weekends, holidays, or rotational shift coverage to support a 24/7 operational environment.

Requirements

Must-haves

As Team Lead, Trust & Safety, You Will…
Manage and lead a team of Content Moderators to meet productivity, quality, and SLA targets.
Monitor team performance and provide regular coaching, feedback, and mentoring.
Conduct performance reviews, 1:1 meetings, and development planning.
Ensure adherence to client policies, content guidelines, and compliance standards.
Handle escalations and complex moderation cases.
Drive process improvements and support operational excellence initiatives.
Maintain accurate performance reports and dashboards.
Collaborate with Quality, Training, and Operations teams to address performance gaps and drive continuous improvement.
Manage team engagement, attendance, and discipline.
Support hiring, onboarding, and training of new team members.
As Team Lead, Trust & Safety, You Need…
Must successfully pass a background check.
5–7 years of content moderation experience, with a background as a dedicated Content Moderation Team Lead.
Professional fluency in Spanish and English.
Strong people management and leadership skills.
Good understanding of content moderation policies and tools.
Ability to handle sensitive content with resilience.
Excellent verbal and written communication skills.
Strong stakeholder management, analytical and problem-solving skills.
Expertise in coaching, mentoring, and developing team members.
Ability to handle escalations, complex situations and work effectively in fast-paced and high-pressure environments.
Deep understanding of quality, productivity, and SLA metrics.

Nice-to-haves

Experience in a BPO/ITES environment preferred.

Application prep

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Platform: dayforce
Effort: medium