Team Lead, Trust & Safety

IntouchCX; Bogotá; Presencial; COP 60.000.000 - 90.000.000; Jornada completa

Descripción de la vacante

IntouchCX, a global leader in digital customer experience management, seeks a Team Lead, Trust & Safety in Bogotá to manage a team of Content Moderators and ensure high-quality review aligned with client policies.

You will drive performance, conduct reviews, and guide on escalations while fostering development and adherence to standards in a fast-paced, 24/7 environment.

Formación

• 5–7 years of content moderation experience, with leadership background.
• Bilingual in Spanish and English.
• Experience in a BPO/ITES environment preferred.
• Strong people management and leadership skills.
• Excellent verbal and written communication skills.

Responsabilidades

• Manage and lead a team of Content Moderators to meet productivity, quality, and SLA targets.
• Monitor team performance and provide 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.

Conocimientos

Spanish fluency

English fluency

People management

Content moderation

Herramientas

Content moderation tools

Descripción del empleo

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [e-mail] for review and validation.