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 (from 1 to 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

The salary range for this position is broad and competitive, reflecting the level of experience required

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

Paid leave (12 days/year).