Trust and Safety Team Lead - Bacolod

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.

Requirements

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 them.
• Ability to read/interpret reports.

Communication:

• Maintain awareness of project status and provide regular reports to Operations Manager.
• Conduct regular quality control checks, identifying coaching opportunities within project processes.

Business:

• Create CRM/tool views for enhanced visibility and reporting.
• Develop training materials and assist in identifying areas for training material enhancement.

You'd be a great fit for this role if you have:

• Relevant experience in Trust and Safety or Content Moderation as a Team Lead
• Strong English skills; 
• Previous experience at work in a similar position in a corporate environment. 
• Ability to multitask and prioritize efficiently; work well under pressure and be flexible to change
• Strong leadership skills and decision-making abilities; power to lead by example, encouraging others to keep a high standard of accuracy
• Conflict management skills and providing constructive feedback; 
• Ability to understand and meet deadlines; 
• Self-motivation, innovative and analytical skills with strong attention to detail and accuracy. 
• Ability to evaluate personnel and identify talent 
• Familiarity with Trust and Safety tools or other CRM platforms, Google suite, etc. 
• Flexibility with working weekends and to be on call occasionally is a plus.

Benefits

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Benefits:

• HMO and Life Insurance
• Paid Time Offs and CTO
• Non-taxable Allowances
• Annual Wellness Subsidy

Phases of our recruitment journey (note that some of the stages may interchange depending on business needs):

• You send us your application with your updated resume.
• After reviewing your candidacy, we'll invite you to our online language assessment (English) and Moderation test to better evaluate your skills. Our tests will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation and keep your phone close!
• Once you submit your tests, the assessment will take approximately 48-72 hours to be evaluated.
• If you pass the tests, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better.
• If you pass the initial interview with TA, your profile (CV and Tests) will be sent over to the hiring manager for further review. From there, we'll know if they'd be interested to setup a final interview with you.
• We'll proceed then to the job offer if your final interview goes well. Note that it will be a panel interview with some of our Operations Managers.
• At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Philippines, Bacolod

Area of Work: Player Engagement

Service: Engage

Employment Type: Full Time, Permanent

Working Pattern: Onsite

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. 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 them. Ability to read/interpret reports. Maintain awareness of project status and provide regular reports to Operations Manager. Conduct regular quality control checks, identifying coaching opportunities within project processes. Develop training materials and assist in identifying areas for training material enhancement. Relevant experience in Trust and Safety or Content Moderation as a Team Lead. Strong English skills. Previous experience at work in a similar position in a corporate environment. Ability to multitask and prioritize efficiently; work well under pressure and be flexible to change. Strong leadership skills and decision-making abilities; power to lead by example, encouraging others to keep a high standard of accuracy. Conflict management skills and providing constructive feedback. Ability to understand and meet deadlines. Self-motivation, innovative and analytical skills with strong attention to detail and accuracy. Ability to evaluate personnel and identify talent. Familiarity with Trust and Safety tools or other CRM platforms, Google suite.