As a Trust & Safety Team Lead, you will oversee a team of representatives, providing functional, technical, and administrative guidance to resolve customer problems and queries. You will ensure the team meets performance goals while fostering an environment of continuous learning, improvement, and collaboration. Key responsibilities include:
Team Leadership and Support: Provide leadership and mentorship to the Trust & Safety team, promoting knowledge sharing, critical thinking and team-building efforts. Ensure team adherence to client policies and guidelines.
Performance Monitoring: Monitor team performance, ensuring quality standards for all metrics, including engagement, productivity, and customer satisfaction. Facilitate regular performance reviews and provide constructive feedback to team members.
Problem-Solving and Escalations: Support the team in addressing complex customer queries, engaging in discussions and offering problem-solving assistance when needed. Ensure issues are escalated appropriately and resolved in a timely manner.
Content Expertise: Maintain expert proficiency in Content Assessment and advanced skills in content analysis & interpretation, Enterprise Content Management (ECM), and content guidelines. Lead the team in applying this expertise to customer queries.
Process Improvement: Identify and implement improvement opportunities in workflow, ensuring smooth internal operations and enhancing the customer experience. Encourage team members to suggest solutions for operational efficiency.
Cross-Functional Collaboration: Collaborate effectively with other internal teams and client stakeholders to meet customer needs and ensure alignment with business objectives.
Training and Development: Provide ongoing training to the team on content guidelines, policies, and industry best practices. Stay updated on the latest trends to ensure the team remains informed and capable.
Client and Stakeholder Engagement: Act as a point of contact for client escalations and feedback, ensuring timely communication and resolution of any issues.
Operational Excellence: Ensure on-time attendance, schedule adherence, and the maintenance of a positive work environment that aligns with client commitments to excellence.
Essential Knowledge, Skills, and Abilities:
Fluency in English (C1 level): Strong written and spoken communication skills with the ability to understand and convey complex issues clearly. Accent is acceptable.
Proven Leadership and influencing Skills: Demonstrated ability to manage and lead a team, fostering collaboration and driving high performance.
Content Expertise: Advanced knowledge in content classification, analysis, and interpretation, with familiarity in US and/or Canadian culture, jargon, and slang.
Problem-Solving: Strong analytical and decision-making skills, with the ability to address and resolve complex issues efficiently.
Professional Attitude: Enthusiastic, adaptable, and willing to learn, with emotional intelligence and maturity to handle fast paced and changing environments.
Multitasking: Ability to manage multiple tasks simultaneously, including customer inquiries, research, and system navigation.
Preferred Qualifications:
Prior experience leading a team in Trust & Safety or a similar environment.
Familiarity with content management systems and enterprise content guidelines.
Strong stakeholder management and client relationship skills.
This position requires a proactive and organized individual who can lead a team in ensuring operational efficiency, exceptional customer service, and adherence to content guidelines.