Team Lead, Trust & Safety

About the role

The Team Lead, Trust & Safety at IntouchCX will manage a team of Content Moderators, ensuring high‑quality, accurate, and timely content review in line with client guidelines and platform policies. This role focuses on performance, quality, productivity, SLA adherence, employee development, and operational efficiency.

Key responsibilities

• Lead and coach a team of Content Moderators to meet productivity, quality, and SLA targets.
• Monitor performance, conduct regular 1:1 meetings, performance reviews, and development planning.
• Ensure compliance with client policies, content guidelines, and industry standards.
• Handle escalations, complex moderation cases, and drive process improvements.
• Maintain performance reports, dashboards, and collaborate with Quality, Training, and Operations teams.

Required profile

• 5–7 years of content moderation experience, including time as a Content Moderation Team Lead.
• Professional fluency in Spanish and English.
• Strong people‑management, leadership, and stakeholder‑management skills.
• Ability to handle sensitive content with resilience in a fast‑paced, high‑pressure environment.
• Willingness to work flexible shifts covering 24/7 operations.

Required skills

• Deep understanding of content moderation policies, tools, and compliance standards.
• Expertise in coaching, mentoring, and developing team members.
• Analytical and problem‑solving abilities with a focus on quality, productivity, and SLA metrics.