Trust & Safety Account General Manager

About TELUS Digital

TELUS Digital (NYSE: TIXT) focuses on the value of human connection to design, build and deliver high-tech, high-touch customer experiences powered by next-gen digital solutions. With almost 75,000 team members and delivery centers across 30 countries in Africa, Asia, North and Central America, and Europe, TELUS Digital empowers customer experience innovation through digital enablement, spirited teamwork, agile thinking, and a caring culture that puts customers first. The company's solutions cover customer experience, content moderation, digital transformation, IT lifecycle, advisory and digital consulting, risk management, and back-office support. Fueling any stage of company growth, TELUS Digital partners with some of the world’s most disruptive brands from fast-growing tech, financial services and fintech, games, travel and hospitality, healthcare, and ICT industries. The company serves clients in over 50 languages.

Learn more at: telusdigital.com

Job Description

Trust & Safety Account General Manager for Supercell Games Account with English

TELUS Digital Bulgaria is looking for a passionate and result driven Account General Manager for Supercell Account!

Are you deeply passionate about gaming and ready to lead a team dedicated to building healthy environments for our players? If you're excited about the idea of combining your love for games with a meaningful leadership role, we have the perfect job for you. Step into the role of Trust & Safety Account Manager at Supercell!

In this role, you'll be leading and nurturing a local Trust and Safety team. Your guidance and empathy will play a crucial role in safeguarding our players and developing your team, directly impacting the lives of millions of Super Nintendo fans and gamers worldwide.

Responsibilities:

• Lead a team of dedicated Specialists and Leaders as part of a local Trust and Safety team.
• Grow and develop your team through coaching, mentoring and QA
• Work with your Trust & Safety Lead to ensure a seamless and fair user experience.
• Assist your Lead in preparing quality, efficacy, and productivity reports regularly
• Maintain a strong understanding of Supercell’s Policy guidelines
• Drive operational results (SLAs & KPIs)
• Performance Management - Permanently monitor the achievements of the team indicators and liaise with other departments to accomplish them
• Build and maintain a strong partnership with Supercell and global Trust and Safety teams
• Develop a Supercell assessment needs and keep it updated
• Define clear priorities and allocate resources effectively
• Ensure in-depth knowledge of contractual conditions (SOW)
• Support Trust & Safety Agents through escalations whenever required. This may include working with Law Enforcement

Requirements:

• 2+ years working with online communities
• 4+ years of leadership experience
• Post-Secondary Education
• High English language proficiency (written and spoken)
• Experience in Project Management
• Experience in Financial Management, Budget, Margin, and P&L.
• Proficient with Microsoft Office and CRM tools
• Team player with strong problem-solving and conflict-management skills
• Excellent communication skills, with the particular ability to provide direction and feedback
• Good analytical skills, capable of analysing chunks of data and drawing conclusions whenever required

Nice to Haves:

• The more languages spoken, written, or read, the better
• If you’ve spent time abroad, tell us about it
• A love for gaming