Team Leader(Customer Support &Content Moderation)

Team Leadership & Management: Supervise, mentor, and coach a team of 10-15 customer support and content moderation agents.
Conduct regular performance reviews, provide feedback, and identify training needs.
Create and maintain team schedules to ensure adequate coverage and service levels.
Foster a positive and collaborative team environment.
Manage team morale and motivation.
Handle escalated customer issues and complex content moderation cases.
Customer Support
Ensure the team provides timely and effective customer support (email).
Monitor key performance indicators (KPIs) such as customer satisfaction (CSAT), first response time (FRT), and resolution time.
Develop and implement strategies to improve customer service quality and efficiency.
Analyze customer feedback and identify areas for improvement.
Content Moderation: Oversee the team's content moderation activities, ensuring adherence to community guidelines and platform policies.
Maintain up-to-date knowledge of evolving online trends and moderation best practices.
Develop and refine content moderation guidelines and procedures.
Ensure consistent and fair application of moderation policies.
Identify and escalate critical content issues to appropriate stakeholders.
Reporting & Analysis: Generate regular reports on team performance, customer support metrics, and content moderation activities.
Analyze data to identify trends, patterns, and areas for improvement.
Present reports and findings to management.
Qualifications
Proven experience (1-3 years) in a team leadership or supervisory role within customer support or content moderation.
Excellent communication skills (written and verbal) in English (approximately 7.0 ielts)
Strong analytical and problem-solving skills.
Strong Leadership skills
Working hours
40 hours/week
Able to work on Night Shift/Weekend and public holiday on request (Nightshift allowance and Overtime paid).