Team Lead, Trust & Safety

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

The Team Lead, Trust & Safety, is responsible for managing a team of Content Moderators to ensure high-quality, accurate, and timely content review in accordance with client guidelines and platform policies. The role focuses on team performance, quality, productivity, SLA adherence, employee development, and operational efficiency.

As Team Lead, Trust & Safety, You Will…

• Manage and lead a team of Content Moderators to meet productivity, quality, and SLA targets.
• Monitor team performance and provide regular coaching, feedback, and mentoring.
• Conduct performance reviews, 1:1 meetings, and development planning.
• Ensure adherence to client policies, content guidelines, and compliance standards.
• Handle escalations and complex moderation cases.
• Drive process improvements and support operational excellence initiatives.
• Maintain accurate performance reports and dashboards.
• Collaborate with Quality, Training, and Operations teams to address performance gaps and drive continuous improvement.
• Manage team engagement, attendance, and discipline.
• Support hiring, onboarding, and training of new team members.
  
  

As Team Lead, Trust & Safety, You Need…

• Must successfully pass a background check.
• 5–7 years of content moderation experience, with a background as a dedicated Content Moderation Team Lead.
• Experience in a BPO/ITES environment preferred.
• Professional fluency in Spanish and English.
• Strong people management and leadership skills.
• Good understanding of content moderation policies and tools.
• Ability to handle sensitive content with resilience.
• Excellent verbal and written communication skills.
• Strong stakeholder management, analytical and problem-solving skills.
• Expertise in coaching, mentoring, and developing team members.
• Ability to handle escalations, complex situations and work effectively in fast-paced and high-pressure environments.
• Deep understanding of quality, productivity, and SLA metrics.
• Flexibility to work a variety of shifts, including days, evenings, weekends, holidays, or rotational shift coverage to support a 24/7 operational environment.
  
  

IntouchCX provides and promotes equal employment opportunities in accordance with all applicable laws of Guatemala and the principles of natural justice. All qualified applicants will receive consideration for employment without regard to race, religion, ancestry, place of origin, color, ethnic, national or aboriginal origin, citizenship, political conviction, belief or activity, language, civil status, source of income, social condition, creed, sexual orientation, age, record of offences, marital status, common-law partnership status, family status or disability, or any other that can be consider discriminatory under applicable laws of Guatemala.

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to [email protected] for review and validation.