High-Performance Team Lead

Há 5 dias


Lisboa, Lisboa, Portugal Randstad II - Prestação de Serviços, Limitada Tempo inteiro

We are seeking an exceptional individual to join our team as a German Language Content Moderator. As a key member of our team, you will be responsible for enforcing community guidelines and platform policies with accuracy and consistency, handling escalated content moderation cases, and analyzing trends to identify areas for improvement.

You will lead, coach, and mentor a team of content reviewers to achieve high performance and deliver exceptional service. Additionally, you will oversee and maintain the quality of German language moderation and customer support, ensuring linguistic accuracy, cultural sensitivity, and adherence to brand standards.

Your responsibilities will include tracking key performance indicators (KPIs) related to team performance, moderation accuracy, and customer satisfaction, analyzing data to identify trends and providing comprehensive reports to management. You will also be responsible for ensuring the team provides high-quality customer support across all channels, managing support workflows, resolving complex customer issues, and implementing strategies to optimize service delivery.

To be successful in this role, you must have excellent communication skills, both written and verbal, and be able to work effectively in a fast-paced environment. Previous experience in a call center environment is essential, and valuable experience in Team Leader and/or Trainer roles is also desirable. A high-school diploma is the minimum educational requirement, and you must hold EU citizenship or a valid work permit for Portugal (residence card).

In return, we offer a competitive salary package including base salary, project adder, role adder, language bonus, meal allowance, and performance bonus. You will also enjoy a full-time job with excellent work atmosphere, modern office building, close ofr public transportation, and growth opportunities through development programs.

Responsibilities:

  • Lead, coach, and mentor a team of content reviewers to achieve high performance and deliver exceptional service.
  • Enforce community guidelines and platform policies with accuracy and consistency, handling escalated content moderation cases and analyzing trends to identify areas for improvement.
  • Oversee and maintain the quality of German language moderation and customer support, ensuring linguistic accuracy, cultural sensitivity, and adherence to brand standards.
  • Track key performance indicators (KPIs) related to team performance, moderation accuracy, and customer satisfaction, analyzing data to identify trends and providing comprehensive reports to management.

Requirements:

  • Fluent in German (C1 level minimum) and residing in Lisbon, with availability for daily office work (Sete Rios).
  • Good English skills.
  • Analytical and critical thinking skills, solution-oriented.
  • Empathy and customer service excellence.
  • Previous experience in a call center environment. Applications without this experience will not be considered.
  • Valuable: Experience in Team Leader and/or Trainer roles.
  • Minimum: High-school diploma.
  • Must hold EU citizenship or a valid work permit for Portugal (residence card).

What We Offer:

  • Direct contract with the company.
  • Base salary: €1000.
  • Project Adder: €50.
  • Role Adder: €100.
  • Language Bonus: €200.
  • Meal Allowance: €7.17 per day.
  • Performance Bonus: Up to €120.
  • Full-time job.
  • Excellent work atmosphere.
  • Modern office building, close to public transportation (train, metro, bus).
  • Growth opportunities through development programs.
  • Fun and engaging company-wide initiatives, including a wellness program.


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