Team Lead - Digital Marketing Content Moderation

San Antonio, Texas Full Time Operations

TaskUs is an Inc. 500 Fastest Growing Companies in America 3 years and running. There are 49 of us at our newly built office in Santa Monica, and 5,000+ employees internationally (sounds big, but we still consider ourselves a startup). This role is based out of our brand new office in San Antonio, TX- our first domestic production site. Within minutes of the hip Pearl District and along the San Pedro Creek Project, the area offers plenty of green space, hiking and biking trails, art districts, restaurants, hotels and a booming startup scene- the perfect place for TaskUs to call home.

TaskUs is where people who are fed up with the status quo come to thrive. We are a collective of doers who believe that even if something isn't broken, it could still do with some fixing. Our attitude to continuous improvement is just one of the beliefs that emanate from our core values, which are the backbone of our company and our culture.

We’re looking for a Team Lead to join our reputable team of dedicated support members in our customer experience agency. This is a unique, customer centric role in a high volume, start-up environment. Content Moderators actively contribute to excellence in customer support – and they are passionate about connecting customers with the right solutions. The position is full time, 5 days a week.

 

Job Summary

Our client’s, one of the world’s largest social media platforms, believes in giving people the power to build community and bring the world closer together. They have built a company that connects billions of people, through apps and services, giving them ways to connect and share what matter the most. It is the mission of the Business Integrity team to ensure safe and trusted connections between people, businesses, and social media. Our team works together to anticipate and predict potential threats to our platform, design and build tools to protect against these threats, and then implement and enforce these systems at scale. We leverage data analysis, machine learning and a robust infrastructure to review the quality of promoted content on our platform. We partner closely with several cross-functional teams, including product, engineering, and data science, to ensure high quality and safe experiences for both people and businesses across the Social Media family of apps. Successful candidates for this team are adaptable, creative, have a bias toward action, and aren't afraid of being wrong.

 Responsibilities:

o  Day-to-day management responsibility for reps and senior reps delivering services

o  Provide mentorship, guidance and career development to members of your team

o  Lead a high-performing team through an exciting transition to build problem solving, critical thinking, analytical and technical capabilities which will enable the department to develop deeper, more scalable solutions

o  Team management responsibilities for a market team, whilst also serving as a cross-functional and a global liaison in developed areas of expertise

o  Establish team goals and work with direct reports on strategies for executing, measuring progress and sharing results

o  Conduct daily gameplan to efficiently allocate workload to reps and senior reps, continue to monitor queues for variations and make adjustments as necessary to meet SLAs

o  Implement escalation channels in accordance with mutually agreed upon procedures

o  Deliver projects involving quantitative analysis, industry research, and strategy development, working directly with global cross-functional teams to problem solve analytical approaches and develop solutions

o  Identify actionable insights, suggest recommendations, and influence team strategy through effective communication

o  Advocate for users within their market, partnering with global and cross-functional teams to develop global solutions

Requirements:

o  Bachelor’s degree preferred

o  Significant experience in a complex fast paced environment

o  Minimum 2 years of prior relevant people management experience

o  Strategic thinker with strong analytical and creative problem-solving skills

o  Excellent written and verbal communication skills

o  Passion for ensuring an excellent user experience



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