Trust & Safety Ops Lead — Team Coach & Client Liaison

Keywords Studios Plc; Manila; On-site; PHP 900,000 - 1,300,000; 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 is seeking a Trust & Safety Team Lead to supervise Superheroes (T&S Moderators), manage daily tasks, and ensure quality across projects for our clients. You will lead, coach, and train teams, create schedules, and align with client requirements while reporting progress to the client and internal stakeholders.

The role involves active and passive supervision, training, and administration duties, with onsite work in Pasig, Philippines.

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.
• 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.

Responsibilities

• 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.
• 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 resolve to others as appropriate, including IT related issues and helpdesk tickets.
• 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.
• 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.
• 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.
• 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.

Skills

Leadership

Moderation

Analytical thinking

Problem solving

Organizational skills

Communication skills

Multilingual

Education

Bachelor's degree in relevant field

Tools

G Suite

Windows

Job description

Keywords Studios is seeking a Trust & Safety Team Lead to supervise Superheroes (T&S Moderators), manage daily tasks, and ensure quality across projects for our clients. You will lead, coach, and train teams, create schedules, and align with client requirements while reporting progress to the client and internal stakeholders.

The role involves active and passive supervision, training, and administration duties, with onsite work in Pasig, Philippines.