Team Lead, Trust & Safety

IntouchCX; Bogotá ciudad; Presencial; COP 100.440.000 - 145.080.000; Jornada completa

Descripción de la vacante

IntouchCX in Bogotá is seeking a Team Lead, Trust & Safety to manage a team of Content Moderators, ensuring high quality, timely reviews, and SLA adherence. You will coach the team, conduct reviews, and handle escalations while collaborating with Quality, Training, and Operations to drive improvements.

The role requires 5–7 years of moderation experience with leadership background, fluency in Spanish and English, and a background check.

Formación

• 5-7 years of content moderation experience with a track record as a dedicated team lead.
• Fluency in Spanish and English.
• Strong people management and leadership skills.
• Experience in a BPO/ITES environment preferred.

Responsabilidades

• Lead and manage a team of Content Moderators to meet productivity, quality, and SLA targets.
• Provide coaching, feedback, and mentoring; conduct performance reviews and development planning.
• Ensure adherence to client policies and platform guidelines; handle escalations and complex cases.
• Drive process improvements and sustain high operational efficiency; maintain accurate dashboards.
• Collaborate with Quality, Training, and Operations teams to address gaps and drive continuous improvement.

Conocimientos

People management

Leadership

Stakeholder mgmt

Communication

Bilingual (ES/EN)

Descripción del empleo

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.