Team Lead, Trust & Safety

About the role

IntouchCX is seeking a Team Lead for its Trust & Safety department. You will oversee a group of Content Moderators, ensuring that all content is reviewed accurately, promptly, and in line with client guidelines and platform policies.

Key responsibilities

• Lead and manage a team of Content Moderators to achieve productivity, quality, and SLA targets.
• Monitor performance, provide coaching, conduct 1:1 meetings and performance reviews.
• Ensure compliance with client policies, content guidelines, and regulatory standards.
• Handle escalations and complex moderation cases.
• Drive process improvements and support operational excellence initiatives.
• Maintain performance reports, dashboards, and collaborate with Quality, Training, and Operations teams.
• Oversee team engagement, attendance, discipline, and support hiring, onboarding, and training.

Required profile

• 5–7 years of content moderation experience, including experience as a Content Moderation Team Lead.
• Background in a BPO/ITES environment is preferred.
• Professional fluency in Spanish and English.
• Strong people‑management, leadership, and stakeholder‑management abilities.
• Resilience to handle sensitive content and high‑pressure situations.
• Willingness to work flexible shifts (days, evenings, weekends, holidays) to support 24/7 operations.

Required skills

• Proficiency with content moderation policies and tools.