Trust & Safety Team Lead - Bilingual (Spanish/English)

IntouchCX; Bogotá ciudad; On-site; COP 100,440,000 - 145,080,000; Full time

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

People management

Leadership

Stakeholder mgmt

Communication

Bilingual (ES/EN)

Job description

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.