Trust & Safety Team Lead - Flexible Moderation Coach

TDCX, Inc.; Lisboa; Hybrid; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Medical coverage

World-class workspaces

Learning & development

Flexible work arrangements

Direct public transport access

Job summary

TDCX, Inc. is hiring to lead a content moderation team and drive performance across daily operations. You’ll coach the team, monitor quality and productivity, and collaborate with QA and L&D to implement improvement plans.

The role emphasizes strong communication, people leadership, and risk management in a dynamic, global BPO environment. Culturally, the company supports flexible working and career growth opportunities.

Qualifications

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, bachelor's degree, Post Graduate Diploma, and Professional Degree in any field.
• Preferably, 2 years of working experience in content moderation operations is required for this position.
• Excellent verbal and written communication skills in English and German

Responsibilities

• Manage and support a team of moderators, including day-to-day performance, productivity, and quality.
• Provide real-time coaching and guidance to support team’s performance when and where it's needed most.
• Conduct regular 1:1s.
• Partner with QA to understand audit results and develop targeted improvement plans.
• Support new moderator onboarding and ongoing performance improvement in collaboration with L&D and Trainers.
• Escalate unclear case for policy clarification.
• Track team performance against SLAs and KPIs, and contribute to reporting as needed.
• Champion a positive, respectful, and resilient team culture, especially when navigating emotionally complex content.
• Any other duties and responsibilities that may be assigned by management to support Quality Management System

Skills

Leadership

Communication

Analytical skills

Decision making

English

German

Project management

Resource management

Education

Higher education degree (Advanced/Higher/Graduate Diploma, Bachelor's, Postgraduate, Professional Degree)

Job description

TDCX, Inc. is hiring to lead a content moderation team and drive performance across daily operations. You’ll coach the team, monitor quality and productivity, and collaborate with QA and L&D to implement improvement plans.

The role emphasizes strong communication, people leadership, and risk management in a dynamic, global BPO environment. Culturally, the company supports flexible working and career growth opportunities.