Team Lead (L2)

Team Lead (L2)

Role Summary:
Serves as the operational lead for an assigned moderation pod while remaining actively engaged in session monitoring. Team Leads manage shift execution, SLA adherence, escalations, and day-to-day team performance while performing moderation duties alongside their team.

Key Responsibilities:

• Perform all Senior Moderator responsibilities.
• Actively monitor live sessions as a working member of the moderation pod.
• Oversee shift operations, workload balancing, and queue management.
• Serve as the primary escalation point during assigned shifts.
• Ensure SLA compliance and operational readiness.
• Provide coaching, performance feedback, and operational support to moderators.
• Coordinate incident communications and escalation activities.
• Escalate systemic risks, staffing concerns, and operational issues to the Operations Manager.