team leader italian speaker.

Your Mission: Inspire Excellence, Drive Impact

As our Italian Content Moderation Team Leader, you'll be the catalyst for your team's success. You'll provide guidance, coaching, and mentorship, ensuring the team delivers exceptional quality in content review and community management. You'll be instrumental in maintaining a positive and secure online environment.

What You'll Do:

Team Leadership: Manage, coach, and develop a high-performing team of Italian content moderators/support agents.
Performance Management: Set clear goals, provide constructive feedback, and evaluate team member performance.
Policy Enforcement: Ensure adherence to community guidelines, handle escalations, and analyze content trends.
Quality Assurance: Maintain exceptional quality in Italian language moderation/support.
Escalation Management: Handle complex and sensitive moderation and community issues.
Process Improvement: Identify areas for optimization and implement efficient workflows.
Data Analysis: Track KPIs, analyze data, and provide insightful reports to management.  
Communication Excellence: Foster clear and effective communication within the team and with management.
User Advocacy: Champion a positive online experience by resolving issues effectively.

What You Bring to the Table:

Italian Fluency: Native or C1 level proficiency in Italian is essential.
English Proficiency: Strong communication skills in English are required.
Leadership Experience: Proven experience in a team leader or training role.
Call Center Expertise: Previous experience in a call center environment is mandatory.
Analytical Skills: Strong analytical and critical thinking skills, with a solution-oriented mindset.
Customer Focus: Empathy and a commitment to quality online experience.
Educational Background: Minimum high school diploma.
Residency Status: Must hold EU citizenship or a valid work permit for Portugal (residence card).  
Lisbon Location: Ability to work daily at our office in Sete Rios, Lisbon.