LEAP STEAM ★ 4.0

We are seeking a highly motivated and experienced Team Leader to lead a team of 10-15 agents responsible for providing exceptional customer support and ensuring a safe and positive online environment through effective content moderation. The ideal candidate will possess strong leadership skills, excellent communication abilities, a deep understanding of customer service best practices, and a solid grasp of online community management principles. This role requires a proactive individual who can motivate and develop their team, monitor performance, and drive continuous improvement.

Responsibilities

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).

Benefits

Attractive salary and benefits (Competitive Salary, Lunch Allowance, 13th-month Salary, Overtime paid, social issuance) and annual salary review.

Paid leave (12 days/year).