Trust & Safety - Operations Team Lead

Keywords Studios Plc; Philippines; On-site; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

HMO and Life Insurance

Paid Time Offs and CTO

Non-taxable Allowances

Annual Wellness Subsidy

Job summary

Keywords Studios Asia Pacific, Pasig, is seeking a Trust Safety Team Lead to supervise Superheroes (T&S Moderators), coordinate daily tasks, and ensure project success by aligning with client requirements. You will lead, motivate, coach, and train teams, create schedules, and monitor progress.

The role emphasizes active supervision, coaching, and administration, with responsibilities spanning performance management, policy upkeep, and cross-team collaboration.

Qualifications

• Strong observational skills, analytical and detail oriented.
• High ethical standards.
• Moderation skills.

Responsibilities

• Provide direction to team to ensure customer requests are answered in a timely, efficient and knowledgeable manner.
• Identify system and workflow improvements to enhance the team's efficiency.
• Delegate tasks to the team directly, clearly and efficiently.
• Proactively resolve project issues with the teams and T&S Operations Manager, before they impact the project.
• Ensure both the T&S Operations Manager and Superheroes are aware of project status.
• Monitor performance in accordance with project schedule and optimize the resources.
• Manage and enforce the quality and consistency of Superheroes performance as required by Keywords Studios Quality best practices.
• Constant monitoring and management of ticket databases to ensure quality and productivity are up to Quality Control standards.
• Set, monitor and achieve goals through the Trust Safety team.
• Interact with Superheroes through web conferencing or face-to-face on a reasonable weekly schedule.
• Own the position of daily client contact in a professional and courteous level for all assigned projects.
• Communicate important project related information directly to the client, including reports, tickets, technical logs, etc.

Skills

Observational skills

Analytical skills

Detail oriented

Moderation skills

Proactive in completing tasks

Escalating issues appropriately

Problem solving skills

Leadership skills

Organizational skills

Interpersonal skills

Decisional skills

Multilingual ability desirable

Education

Bachelor's degree in relevant field

Tools

G Suite

Windows Suite

Job description

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust  Safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences!

Role Overview

The primary responsibility of the Trust  Safety Team Lead is to manage, assign, and oversee the Superheroes (T&S Moderators) daily work and quality, as well as report to the client. You will play a very important role in ensuring the success of our projects, being the bridge between Keywords Studios and our valued clients. You will be in charge of critical tasks, ensuring that everything runs smoothly and efficiently. One important part of your mission would be to lead, motivate, coach and train teams as well as creating schedules and performing tasks based on the clients requirements.

Requirements

What are we looking for Our Team Lead has a knack for the following skills:

Active Supervision

• Providing direction to team to ensure customer requests are answered in a timely, efficient and knowledgeable manner
• Identifying system and workflow improvements to enhance the team's efficiency
• Delegate tasks to the team directly, clearly and efficiently
• Proactively resolve project issues with the teams and T&S Operations Manager, before they impact the project
• Ensure both the T&S Operations Manager and Superheroes are aware of project status
• Monitor performance in accordance with project schedule and optimize the resources
• Manage and enforce the quality and consistency of Superheroes performance as required by Keywords Studios Quality best practices
• Constant monitoring and management of ticket databases to ensure quality and productivity are up to Quality Control standards
• Set, monitor and achieve goals through the Trust  Safety team
• Interact with Superheroes through web conferencing or face-to-face on a reasonable weekly schedule

Passive Supervision

• Constant monitoring of Superheroes mental health and wellbeing
• Primary point of contact for Trust  Safety specific questions and concerns raised by teams
• Responsible for the upkeep of KWS software policy, process and security
• Resolve conflicts/issues with work‑related software and lift to others as appropriate, including IT related issues and helpdesk tickets
• Client Communication
• Own the position of daily client contact in a professional and courteous level for all assigned projects
• Communicate important project related information directly to the client, including reports, tickets, technical logs, etc
• Able to find solutions to client requests when possible
• Able to decline client requests within the parameters given by the T&S Operations Manager, and in an appropriate manner

Training & Coaching

• Provide daily positive and constructive performance feedback to Superheroes
• Provide both positive recognition and reminders appropriately
• Provide monthly evaluation feedback to Superheroes through Quality Control results
• Mentor and support all staff including new Team Leads
• Help identify areas where training material may need revision or updates

Manual

• Perform moderation duties as and when required
• Assist in setting up and maintaining Superheroes on‑site workspaces when required
• Troubleshoot hardware (in‑house) and software issues with assistance of IT helpdesk

Administration

• Organizing work flow and keeping work schedules updated for a project
• Establishing work procedures and processes that support organizational and departmental standards, procedures and strategic initiatives
• Contributes with the broader of Trust  Safety Team to develop strategies and plans related to the wellbeing of the Superheroes
• Participates in successful implementation or improvement initiatives
• Contributes to the establishment of best practices for Trust  Safety
• Advises on the use of technology in current and planned Trust  Safety strategies
• Provide feedback and suggestions on existing processes and implementations and suggest new ideas

Team Lead Competencies

• Competencies Dealing with People
• Competencies Dealing with Business
• Self-Management Competencies

Required Qualifications

• Strong observational skills, analytical and detail oriented
• High ethical standards
• Moderation skills
• Proactive in completing tasks and escalating issues appropriately
• Strong problem solving skills
• Strong leadership skills
• Excellent organizational skills
• Strong decisional skills
• Strong interpersonal skills

Additional Desired Qualifications

• Bachelor's degree in relevant field
• 2-4 years of experience in a leadership position
• Advanced knowledge of G Suite(Docs, Sheets)
• Advanced knowledge of Windows Suite (Word, Excel, Powerpoint)
• Ability to speak, read and write in additional languages are desirable

Benefits

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

• HMO and Life Insurance
• Paid Time Offs and CTO
• Non-taxable Allowances
• Annual Wellness Subsidy

Role Information: EN

Studio: KWM

Location: Asia Pacific, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage:

Employment Type: Full Time, Permanent

Working Pattern: Onsite

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