Safety OnCall Team Lead, Trust & Safety

About the role

The Safety OnCall Operations Team Lead leads a team of OnCall Specialists who deliver high-quality, timely and effective content safety support across multiple business lines. The role combines people management, operational oversight and escalation management, working with Product, Process, Quality and Training teams to improve workflows and keep a positive, high-performing environment. The team evaluates safety metrics and supports moderation efforts, and the content handled can include bullying, hate speech, child safety and other harmful material.

Key responsibilities

• Lead and manage a team of OnCall Specialists, clarify roles and responsibilities, and implement policies that build morale and recognise achievements
• Onboard and train new hires with Quality and Training Program Managers, give regular feedback and coaching, and coach out performance gaps
• Monitor auto-routing systems for escalation documentation and handle escalated user, creator and seller inquiries via the on-call ticket system
• Coordinate with cross-functional teams on close-loop follow-ups and escalate critical or high-risk cases to the right authorities
• Set up and maintain SOPs and escalation guidelines, and work with Product and Process teams to prevent repeat complaints
• Analyse escalation trends to find root causes and recommend process improvements, and improve self-help tools based on common FAQs
• Build schedules with the Planning team for full 24/7 coverage, monitor productivity against SLAs and CSAT, and report KPIs to leadership
• Share insights with cross-functional teams and escalate systemic issues

Required profile

• BA/BS degree or equivalent practical experience
• 3+ years as a people manager for individual contributors in a service support or content moderation organisation
• Proven leadership in ambiguity and in a matrix environment
• Experience building stakeholder relationships and creating or handling escalation processes

Required skills

• Good written and verbal English and the target market language
• Data-driven insight and problem solving
• Preferred: process and tooling optimisation for customer service or support teams