# Trust and Safety Team Lead - Bacolod **Company**: Keywords Studios **Location**: Bacolod **Work arrangement**: onsite **Experience**: senior **Job type**: full-time **Category**: Engineering **Industry**: Technology **Wikidata**: https://www.wikidata.org/wiki/Q64141679 **Apply**: https://apply.workable.com/j/FE623A46A0?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_ff7a52bc-11b ## Description We are seeking a Trust and Safety Team Lead to join our team in Bacolod. As a Trust and Safety Team Lead, you will be responsible for managing, assigning, and overseeing the work of Superheroes (T&S Moderators) daily and reporting to clients. Your primary responsibility will be to ensure that customer requests are answered in a timely, efficient, and knowledgeable manner. Key responsibilities include: Active Supervision: Providing direction to team members to ensure customer requests are answered in a timely, efficient, and knowledgeable manner. Identifying system and workflow improvements to enhance the team's efficiency. Delegate tasks to team members directly, clearly, and efficiently. Proactively resolve project issues with teams and T&S Operations Manager, before they impact the project. Ensure both the T&S Operations Manager and Superheroes are aware of project status. Monitor performance in accordance with project schedule and optimize the resources. Manage and enforce the quality and consistency of Superheroes' performance as required by Keywords Studios Quality best practices. Constant monitoring and management of ticket databases to ensure quality and productivity are up to Quality Control standards. Set, monitor, and achieve goals through the Trust & Safety team. Interact with Superheroes through web conferencing or face-to-face on a reasonable weekly schedule. Passive Supervision: Constant monitoring of Superheroes' mental health and wellbeing. Primary point of contact for Trust & Safety specific questions and concerns raised by teams. Responsible for the upkeep of KWS software policy, process, and security. Resolve conflicts/issues with work-related software and escalate to others as appropriate, including IT related issues and helpdesk tickets. Client Communication: Own the position of daily client contact in a professional and courteous level for all assigned projects. Communicate important project-related information directly to the client, including reports, tickets, technical logs, etc. Able to find solutions to client requests when possible. Able to decline client requests within the parameters given by the T&S Operations Manager, and in an appropriate manner. Training & Coaching: Provide daily positive and constructive performance feedback to Superheroes. Provide both positive recognition and reminders appropriately. Provide monthly evaluation feedback to Superheroes through Quality Control results. Mentor and support all staff including new Team Leads. Help identify areas where training material may need revision or updates. Manual: Perform moderation duties as and when required. Assist in setting up and maintaining Superheroes' on-site workspaces when required. Troubleshoot hardware (in-house) and software issues with assistance of IT helpdesk. Administration: Organizing work flow and keeping work schedules updated for a project. Establishing work procedures and processes that support organizational and departmental standards, procedures, and strategic initiatives. Contributes with the broader of Trust & Safety Team to develop strategies and plans related to the wellbeing of the Superheroes. Participates in successful implementation or improvement initiatives. Contributes to the establishment of best practices for Trust & Safety. Advises on the use of technology in current and planned Trust & safety strategies. Provide feedback and suggestions on existing processes and implementations and suggest new ideas. To be successful in this role, you will need to have relevant experience in Trust and Safety or Content Moderation as a Team Lead, strong English skills, previous experience at work in a similar position in a corporate environment, ability to multitask and prioritize efficiently, work well under pressure and be flexible to change, strong leadership skills and decision-making abilities, conflict management skills and providing constructive feedback, ability to understand and meet deadlines, self-motivation, innovative and analytical skills with strong attention to detail and accuracy, ability to evaluate personnel and identify talent, familiarity with Trust and Safety tools or other CRM platforms, Google suite, etc., flexibility with working weekends and to be on call occasionally is a plus. ## Skills ### Required - Leadership - Analytics - Communication - Business ### Nice to have - Relevant experience in Trust and Safety or Content Moderation as a Team Lead - Strong English skills - Previous experience at work in a similar position in a corporate environment - Ability to multitask and prioritize efficiently - Work well under pressure and be flexible to change - Strong leadership skills and decision-making abilities - Conflict management skills and providing constructive feedback - Ability to understand and meet deadlines - Self-motivation - Innovative and analytical skills with strong attention to detail and accuracy - Ability to evaluate personnel and identify talent - Familiarity with Trust and Safety tools or other CRM platforms, Google suite, etc. --- Source: [Apply at apply.workable.com](https://apply.workable.com/j/FE623A46A0?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)