Wattpad - Team Lead

Role Details
Contract Duration: Permanent
Training Schedule: Monday - Friday; 6:00 - 3:00 pm I Saturday and Sunday Off
Work Schedule: Monday - Friday; 7:00 - 4:00 pm I Saturday and Sunday Off
Work type and Location: Hybrid | San Pedro Sula & Tegucigalpa
Expected start date: October 10th, 2024

About Us

We connect talented people globally with innovative companies who want to build, transform, and scale their operations. We provide talented global teams, strategic expertise, and seamlessly integrated technology to extend the positive impact good business can have everywhere.
We are recognized as a Most Loved Workplace, and we think it’s because we believe that culture drives business success. We encourage our associates to bring their whole, authentic selves to everything they do at PartnerHero. So bring your experience and your talents, and also bring your passion and everything else that makes you who you are. You will always be supported to do your best work at PartnerHero, enjoy your day-to-day, and thrive.
 

The Role

We are looking for a Team lead to be part of a global team that protects the platform for one of our partners. In this role, you'll be responsible for the day-to-day activities and guidance of your team members.
Important Note: Please be aware that you will come across content that could be offensive or disturbing.
What you’ll do:

• Functioning as the primary point of contact for the Partner and key PartnerHero stakeholders.
• Oversee the day-to-day operations of the content moderation team, ensuring adherence to quality and productivity targets.
• Review escalated content from the moderators. Handle escalated content moderation issues and collaborate with internal stakeholders to resolve complex cases.
• Review and moderate user-generated content on the Partner’s platform to ensure compliance with community guidelines and standards
• Moderate content consistent with partner-specific guidelines.
• Reporting discrepancies in processes, and potential process improvements to the Team Leads and upper management.
• Work within a team, communicating effectively with colleagues.
• Provide expert feedback to teammates, Managers, and others within the company.
• Conducts daily/weekly/monthly quality audits of team members’ work on different lines of business, i.e. call recordings, email and chat transcripts, photo moderation samples, real-time side-by-side monitoring, etc.
• Participates in training sessions tailored to specific products or accounts conducted by the Training Team or partners.
• Stay informed about industry best practices for managing the psychological impact of content moderation work.

What we expect from you:

• Minimum of 1 year of Team Leader Experience
• Track record of over-achieving metrics
• Excellent organizational, time management, and follow-up skills.
• Strong work ethic and high level of attention to detail and accuracy.
• Strong problem-solving skills. 
• Ability to work in an office setting.
• Comfort with adult content and nudity.
• Strong computer navigational skills.

What We Provide

• Full-time employment
• Competitive compensation based on experience
• A dedicated wellness program, including support from an in-house psychologist 
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development
   

Company Culture is at our core

Culture leads, and success follows. Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].