Team Lead Content Moderation and Authentication

Job Summary

The Authenticity/Content Moderation Team Lead role will be responsible for helping stand up and oversee two local functions: Content Moderation and Content Authentication. You will be responsible for ensuring your team is delivering high value content moderation and authentication that consumers can trust, while meeting all operational metrics and time-sensitive client commitments. You will manage a team of 6 compromised of content moderators who code user generated content and a team of authenticity agents who monitor user generated content for fraudulent activity. A background in moderation, fraud detection, and shift management is strongly preferred.

Responsibilities

• Point of contact between content moderators, authenticity agents and these same teams and their managers in the U.S.
• Deliver on standardized performance metrics.
• Recruit, hire, and train new staff for your teams.
• Maintain training materials and train your teams on all updates and changes, as well as all policies, processes, and procedures.
• Coach new hires and tenured teammates on queue skills and best practices.
• Demonstrate self-sufficiency in managing performance in a queue environment.
• Provide support as needed for ad hoc projects/requests.
• Mentor and coach teammates on daily tasks to help them succeed in meeting and exceeding performance metrics, while maintaining compliance and promoting team engagement.
• Possess desire and demeanor to coach, collaborate and interact with others daily to help in their success.
• Command strong verbal and written professional communication skills, with the ability to provide constructive feedback. Proven experience actioning feedback in a positive and professional manner.
• Ability to self-manage multiple tasks and priorities to completion, using positive collaboration, leadership skills, and effective communication.
• Promote team engagement by championing BV s core values in daily interactions, participating in celebrations within the team, and joining in on team building activities.

Requirements

• 5+ years of experience working in moderation and/or fraud detection
• 1 - 2 years experience in a management role
• Experience working in Content Management Systems
• Strong aptitude to identify trends, analyze data.
• Excel at actively engaging with team members in multiple locales.
• Proficient in English including modern slang
• Proficient with Office applications (Word, Excel, and Outlook), online communication tools (Slack and Teams), and forums, and web applications.
• Bachelor s degree or equivalent international credential
• Ability to work in Bengaluru office 3 days a week - day shift

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