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
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