Introduction
Gear Inc. is looking for qualified candidates to join our Moderation team as Moderation Team Leader. Ideal candidates will join our team to assist in the daily operational supervision of our 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.
Responsibilities
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.
Key skills and experience
JLPT N2 certificate or above (required JLPT certificate or equivalent certificate);
Have at least 6 months of experience in customer service;
Strong communication skills (both written and verbal);
Proficient skills with Google platform (Google Sheets, Google Docs, Google Slide) and other platforms;
Having experience in the CS/BPO/CM industry;
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.
Working time
5 days per week, 8 hours/day
Benefits
Attractive salary and benefit; international, fun and professional working environment;
An open and honest culture where people are valued, treated fairly and trusted and empowered;
Chance to work closely with both experienced Vietnamese and foreign experts;
Free beverages (coffee, tea, etc);
Possibility to become a regular employee.
Working Location: Hai Ba Trung, Hanoi