Trust and Safety Team Lead - Bacolod

About the role

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥 Roles and Responsibilities The primary responsibility of the Team Lead is to manage, assign and oversee the Superheroes (T&S Moderators) daily work and quality as well as report to the client. A typical description for the Team Lead role may include: Active Supervision Providing direction to team to ensure customer requests are answered in a timely, efficient and knowledgeable manner. Identifying system and workflow improvements to enhance the team's efficiency. Delegate tasks to the team directly, clearly and efficiently. Proactively resolve project issues with the teams and T&S Operations Manager, before they impact the project. Ensure both the T&S Operations Manager and Superheroes are aware of project status. Monitor performance in accordance with project schedule and optimize the resources. Manage and enforce the quality and consistency of Superheroes' performance as required by Keywords Studios Quality best practices. Constant monitoring and management of ticket databases to ensure quality and productivity are up to Quality Control standards. Set, monitor and achieve goals through the Trust & Safety team. Interact with Superheroes through web conferencing or face-to-face on a reasonable weekly schedule. Passive Supervision Constant monitoring of Superheroes' mental health and wellbeing. Primary point of contact for Trust & Safety specific questions and concerns raised by teams. Responsible for the upkeep of KWS software policy, process and security. Resolve conflicts/issues with work-related software and escalate to others as appropriate, including IT related issues and helpdesk tickets. Client Communication Own the position of daily client contact in a professional and courteous level for all assigned projects. Communicate important project related information directly to the client, including reports, tickets, technical logs, etc. Able to find solutions to client requests when possible. Able to decline client requests within the parameters given by the T&S Operations Manager, and in an appropriate manner. Training & Coaching Provide daily positive and constructive performance feedback to Superheroes. Provide both positive recognition and reminders appropriately. Provide monthly evaluation feedback to Superheroes through Quality Control results. Mentor and support all staff including new Team Leads. Help identify areas where training material may need revision or updates. Manual Perform moderation duties as and when required. Assist in setting up and maintaining Superheroes' on-site workspaces when required. Troubleshoot hardware (in-house) and software issues with assistance of IT helpdesk. Administration Organizing work flow and keeping work schedules updated for a project. Establishing work procedures and processes that support organizational and departmental standards, procedures and strategic initiatives. Contributes with the broader of Trust & Safety Team to develop strategies and plans related to the wellbeing of the Superheroes. Participates in successful implementation or improvement initiatives. Contributes to the establishment of best practices for Trust & Safety. Advises on the use of technology in current and planned Trust & safety strategies. Provide feedback and suggestions on existing processes and implementations and suggest new ideas. What are we looking for? Our T&S Team Lead has a knack for the following skills: Leadership: Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote. Proactively address project issues with teams and Operations Manager to prevent disruptions. Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date. Serve as an escalation point for client's customer issues. Train, coach shift leads, and conduct weekly one-on-one coaching sessions. Provide appropriate positive recognition and disciplinary warnings. Manage vacation requests, monitor attendance, and address lateness or absences. Analytics: Ensure project KPIs and SLAs are met. Regularly review daily reports to identify and resolve anomalies. Create CRM/tool views for enhanced visibility and reporting. Good understanding of Trust and Safety tools and processes, key support metrics, and how to apply

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