Trust & Safety Team Lead (Internal Recruitment ONLY)

Organizational Role

The Team Lead in Keywords Studios typically serves as a member of team leadership and is considered a technical professional within the organization. As such, the Team Lead provides schedules, training and tasks based on the clients` requests. The organization will depend on this person's implementation experience. The Team Lead generally is responsible for self-sufficiency. As such, the Team Lead provides small project responsibility. The organization will depend on this person's supervision.

Roles and Responsibilities

The primary responsibility of the Team Lead is to manage, assign and oversee the Superheroes (T&S Moderators) daily work and quality as well as report to the client. This role may encounter sensitive and potentially harmful material on a somewhat regular basis. A typical description for the Team Lead role may include:

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 the 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 escalate 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 su