Marou Chocolate

Job Description:

Gear Inc. is looking for qualified candidates to join our Moderation team as Moderation Team Lead (Full-time). 

Ideal candidates will join our team to assist in the daily operational supervision of 15-25 content moderators, ensure all performance metrics, and escalate abnormal issues when required. Leaders should be capable of providing answers to both simple and complicated questions (from internal teams or clients) promptly. Your responsibilities are:

• Provide mentoring, coaching, and direction to team members; 
• Handle clients' inquiries and provide appropriate solutions and alternatives within the time limits to ensure resolution;
• Lead team members, foster their professional development and growth via effective coaching and proactive communication, and enhance teamwork and cooperation;
• Follow communication procedures, guidelines, and policies; 
• Subject Matter Expert to all operations functions (People, Performance, Process);
• Responsible for ensuring and achieving all Service Level Agreements (SLA) and contractual Key Performance Indicators (KPIs);
• Set goals for individual and team levels and ensure to achieve targets;
• Manage team scorecard performance and retention goals;
• Identify performance-related issues, develop Corrective Action - Preventive Action (CAPA) plan for improvement, and demonstrate proactive approaches in any situation;
• Supervise team members about attendance and adherence compliance with organization policy;
• Be able to report on data or team and/or team members' performance, and overall condition/state to immediate supervisor proactively and as needed.

Job Requirement:

• Good English communication;
• Have at least 6 months of experience in people management and leadership;
• Strong communication skills (both written and verbal);
• Proficient skills with Google platform (Google Sheets, Google Docs, Google Slide) and other platforms;
• Must be open to work on weekends, overnights, and public holidays (including New Year, Lunar New Year, Independence Day, etc.) and render overtime per business need;
• Having experience in the BPO industry is a plus; 
• Personal traits and self-management skills are required to manage unique risks and a fast-paced work environment within the Content Moderation industry; 
• Candidates may potentially be exposed to harmful content.

Benefits:

1. Salary and Benefits

• Attractive salary and benefits with annual performance review and bonus; 
• Premium Healthcare and Mental Health Care service for you, 100% covered by the company;
• Extra bonus per personal events (Wedding, Funeral, Hospitalization, Newborn baby) and a very cute baby box for staff who are going to welcome a new baby angel to the world;
• Annual health check, annual flu vaccination;
• Summer vacation (Paid days off and bonus;
• Paid leave (12 days/year).

2. Working Environment

• We work 5 shifts, amounting to 40 hours per week (Monday-Sunday), arranged by the company;
• International, fun, and professional working environment: Working closely with both experienced Vietnamese and foreign ex-pats;
• Modern hardware, Free drinks (coffee, tea, etc.);
• Training and career development opportunities.

Please note that due to the high volume of applications we receive, only shortlisted candidates will be contacted by our HR team.