{"id":1623312,"url":"https://alion.io/job/intouchcx-team-lead-trust-safety","title":"Team Lead, Trust & Safety","company":{"id":1795301,"name":"IntouchCX","domain":"intouchcx.com","url":"https://alion.io/company/intouchcx","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Dayforce","truth_index":{"grade":"B","score":84,"open_postings":62,"ghost_share":0,"stale_share":0.452,"repost_share":0,"time_to_fill_p50_days":71,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bogotá, Colombia"],"countries":["CO"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-28T08:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-30T09:38:23Z","board_verified":true,"closed_at":null,"days_open":63,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":63},"description":"About the Job\n\nThe 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.\n\nAs Team Lead, Trust & Safety, You Will…\nManage and lead a team of Content Moderators to meet productivity, quality, and SLA targets.\nMonitor team performance and provide regular coaching, feedback, and mentoring.\nConduct performance reviews, 1:1 meetings, and development planning.\nEnsure adherence to client policies, content guidelines, and compliance standards.\nHandle escalations and complex moderation cases.\nDrive process improvements and support operational excellence initiatives.\nMaintain accurate performance reports and dashboards.\nCollaborate with Quality, Training, and Operations teams to address performance gaps and drive continuous improvement.\nManage team engagement, attendance, and discipline.\nSupport hiring, onboarding, and training of new team members.\nAs Team Lead, Trust & Safety, You Need…\nMust successfully pass a background check.\n5–7 years of content moderation experience, with a background as a dedicated Content Moderation Team Lead.\nExperience in a BPO/ITES environment preferred.\nProfessional fluency in Spanish and English.\nStrong people management and leadership skills.\nGood understanding of content moderation policies and tools.\nAbility to handle sensitive content with resilience.\nExcellent verbal and written communication skills.\nStrong stakeholder management, analytical and problem-solving skills.\nExpertise in coaching, mentoring, and developing team members.\nAbility to handle escalations, complex situations and work effectively in fast-paced and high-pressure environments.\nDeep understanding of quality, productivity, and SLA metrics.\nFlexibility to work a variety of shifts, including days, evenings, weekends, holidays, or rotational shift coverage to support a 24/7 operational environment.","description_format":"text","description_chars":2092,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Spanish","level":"Advanced (C1)","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Professional Services","Business Process Outsourcing (BPO)"],"lifecycle":[{"event":"open","at":"2026-10-01T20:52:45Z"}],"visa":[],"liveness":{"score":49,"band":"ok","label":"Likely open","p_open":1,"p_active":0.818,"p_room":0.6,"age_days":62,"expected_fill_days":71,"reasons":["conf:0","velocity","win:late","crowd:brand"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/intouchcx-team-lead-trust-safety","json_url":"https://alion.io/job/intouchcx-team-lead-trust-safety.json","meta":{"generated_at":"2026-10-30T10:05:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14521,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1795301},"rest":"https://alion.io/mcp/rest/get_company?id=1795301"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fintouchcx-team-lead-trust-safety"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fintouchcx-team-lead-trust-safety"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fintouchcx-team-lead-trust-safety"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/intouchcx-team-lead-trust-safety\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fintouchcx-team-lead-trust-safety"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1623312}},{"tool":"search_jobs","arguments":{"company":"intouchcx.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1623312},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}