Trust & Safety Operations Team

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! 🎮🔥

Role overview

The primary responsibility of the Trust & Safety Team Lead is to manage, assign, and oversee the Superheroes (T&S Moderators) daily work and quality, as well as report to the client. You will play a very important role in ensuring the success of our projects, being the bridge between Keywords Studios and our valued clients. You will be in charge of critical tasks, ensuring that everything runs smoothly and efficiently. One important part of your mission would be to lead, motivate, coach and train teams as well as creating schedules and performing tasks based on the clients’ requirements. 🚀🔥

Requirements

What are we looking for? Our Team Lead has a knack for the following skills:

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.