Content Moderator Team Leader

GearInc Indonesia; Denpasar; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading outsourcing company in Denpasar is seeking a Team Leader for Content Moderators to guide a team of 15-25 members. Responsibilities include coaching, handling client inquiries, and ensuring adherence to service level agreements. Candidates should have a Bachelor's Degree and experience in BPO services and people management. Strong English communication skills are essential. The role requires flexibility with working shifts, including weekends and holidays, and offers an attractive salary and benefits.

Benefits

Attractive basic salary

Allowances (attendance, transport, overtime, public holidays)

Mental Health Care service

Private health insurance

Training and career development opportunities

Qualifications

• 1 year experience in BPO service (customer care, moderation, service analysis).
• At least 6 months experience in people management and leadership.
• Familiar with fashion and makeup trends is an advantage.

Responsibilities

• Guide and develop the moderation team of 15-25 members.
• Handle client inquiries and provide solutions within time limits.
• Ensure adherence to policies and high-quality content standards.
• Set goals for individual and team levels and ensure targets are achieved.

Skills

Strong English communication skills (C1 Level)

Problem-solving abilities

Experience in people management

Ability to work in a fast-paced environment

Handling escalated situations

Education

Bachelor's Degree or higher in a relevant field

Job description

Gear Inc is an American owned and operated business process outsourcing company operating in Southeast Asia. Matchbox Mobile - Gear Inc provides industry leading Image Moderation, Social Media Management, IT Consulting, Application Development, Game Development, and Outsourcing Services. We are experts in moderating online user generated content.

The Team Leader for Content Moderators is responsible for guiding and developing the moderation team, ensuring adherence to policies, and maintaining high-quality content standards.

For more information, please visit our website: https://www.gearinc.com/

Responsibilities

• Provide mentoring, coaching, and direction to team members (approximately 15-25 members)
• Handle client inquiries and provide appropriate solutions and alternatives within time limits to ensure resolution
• Lead team members, foster their professional development and growth via effective coaching and proactive communication, and enhance teamwork and cooperation
• Follow communication procedures, guidelines, and policies
• Act as subject matter expert to all operations functions (People, Performance, Process)
• Ensure and achieve all Service Level Agreements (SLA) and contractual Key Performance Indicators (KPIs)
• Set goals for individual and team levels and ensure targets are achieved
• Manage team scorecard performance and retention goals
• Identify performance‑related issues, develop Corrective Action – Preventive Action (CAPA) plans for improvement, and demonstrate proactive approaches in any situation
• Report on data or team and/or team members’ performance, and overall condition/state to immediate supervisor proactively and as needed
• Manage team schedules and staffing levels in compliance with the organization policy

Key Skills and Experience

• Bachelor’s Degree or higher in any relevant field
• 1 year experience in BPO service (customer care, moderation, service analysis)
• At least 6 months experience in people management and leadership
• Strong English communication skills, both oral and written (Eng – C1 Level)
• Flexible to work different shifts, including evenings, public holidays, and weekends
• Ability to handle difficult and escalated customer situations
• Strong problem‑solving and decision‑making abilities
• Ability to work in a fast‑paced, dynamic environment
• Stays updated and is interested in social‑media trends
• Familiar with fashion / makeup trends (well‑known brands – trending products) is an advantage
• Must have a deep understanding of platform policies, and be able to handle sensitive content with empathy and resilience
• Willing to work on weekend and public holiday
• Able to work on shifting schedules including night shifts
• Willing to be placed in Denpasar, Bali (Full WFO)

Benefits

• Attractive basic salary
• Allowance (attendance, transportation, overtime, public holiday)
• Mental Health Care service (on‑site psychologist and mental health application)
• Private health insurance
• Monthly internal events
• Paid leave
• International, fun, and professional working environment
• Working closely with experienced foreign experts
• Training and career development opportunities
• Sport activities and game room