Content Moderator Team Lead

UnifyCX is growing and we are looking for a Content Moderator Team Lead to join our motivated and ambitious team in Barranquilla, Colombia. Come be one of the pioneers at our newest location!

What Will You Do?

The Content Moderator Team Lead is responsible for overseeing and guiding a team of content moderators to ensure accuracy, efficiency, wellness, and compliance across all Trust & Safety workflows. This role involves managing daily operations, monitoring performance, providing coaching and support, and ensuring content is reviewed according to client policies and internal standards. The Team Lead will play a pivotal role in achieving the team’s quality goals and maintaining high operational standards.

Key Responsibilities:

Team Leadership & Performance Management

• Supervise a team of Content Moderators, overseeing daily performance, attendance, productivity, and accuracy.
• Conduct weekly 1:1s, delivering coaching, feedback, and performance improvement guidance.
• Monitor KPIs including accuracy, QA scores, throughput, adherence, error types, and SLA alignment.
• Conduct corrective action discussions when performance issues arise.

Quality, Calibration & Policy Consistency

• Coach agents on content policies, decision-making frameworks, and escalation pathways.
• Lead daily/weekly calibration sessions with Moderators and QA to ensure consistent policy interpretation.
• Review and validate QA feedback for fairness and accuracy.
• Partner with QA to identify trends, root causes, and training needs.

Workflow & Operational Execution

• Oversee queue management, agent case assignment, and workload balancing.
• Ensure compliance with client guidelines, moderation SOPs, security standards, and decision trees.
• Escalate emerging risks, policy gaps, or content trends to Operations and Client Services.
• Support launch of new queues, new guidelines, or client-driven changes.

Agent Wellness & Resiliency Support

• Proactively monitor team sentiment, behavioral changes, or fatigue indicators.
• Reinforce break protocols, resiliency tools, and wellness support resources.
• Provide emotional support and professional guidance when agents encounter distressing content.
• Ensure psychological safety during coaching and team meetings.

Reporting & Communication

• Generate daily/weekly performance reports for Operations Leadership and the Client.
• Communicate changes in policies, guidelines, and workflows clearly and timely to the team.
• Facilitate standup meetings, shift handovers, and post-shift reporting.

Compliance & Confidentiality

• Protect all user data in accordance with HIPAA, PHI, CCPA, GDPR, and client standards.
• Enforce secure workstation protocols, confidentiality agreements, and proper content handling.
• Ensure the team follows all escalation rules for safety, mental health, or high-risk content.

Who Are You?

Education: High school diploma required; Bachelor’s degree preferred but not mandatory.

Experience: Minimum of 1–2 years in a leadership role (Team Lead, Supervisor, SME, QA) in content moderation, Trust & Safety, or BPO environment.

Skills:

• Strong leadership and people-management abilities.
• Deep understanding of content moderation, safety guidelines, and risk categories.
• High emotional resilience and ability to support teams dealing with sensitive content.
• Excellent communication and problem-solving skills.
• Experience with QA processes, coaching, KPI analysis, and workflow coordination.

Attributes:

• Motivated, results-driven, and empathetic.
• Strong organizational and multitasking skills.
• Calm and objective under high-pressure situations.

Reports to: Operations Manager

Who We Are:

UnifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, UnifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At UnifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

UnifyCX is a certified minority-owned business and an EOE employer that welcomes diversity.