Team Leader

About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech. 

The People First culture at TaskUs has enabled the company to expand its workforce to approximately 45,000 employees globally. Presently, we have a presence in twenty-three locations across twelve countries, which include the Philippines, India, and the United States.

It started with one ridiculously good idea to create a different breed of Business Processing Outsourcing (BPO)! We at TaskUs understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment’s notice, and mastering consistency in an ever-changing world.

What We Offer: At TaskUs, we prioritize our employees' well-being by offering competitive industry salaries and comprehensive benefits packages. Our commitment to a People First culture is reflected in the various departments we have established, including Total Rewards, Wellness, HR, and Diversity. We take pride in our inclusive environment and positive impact on the community. Moreover, we actively encourage internal mobility and professional growth at all stages of an employee's career within TaskUs. Join our team today and experience firsthand our dedication to supporting People First.

Imagine yourself going to work with one thing on your mind: to provide the best customer experience to your clients. As you look at your tasks for the day, you should be able to drive the performance of teammates in order for them to continuously hit their goals. You must be able to coach and manage the teammates under your supervision and act as a bridge between your teammates and the other departments.

Being a Team Leader, you will manage the day-to-day planning and operations of your team. This includes making sure that each of your Teammates delivers on their Service Level Agreement (SLA) and achieve their Key Performance Indicators (KPIs). As Team Leader, you are in charge of managing the team and making sure everyone adheres to their schedules. You must be organized and be able to handle responsibility. A critical part of the role is to be able to train and help in the development of your team, by conducting team huddles, coaching sessions, and recognizing weaknesses - so you can offer solutions to help them improve and grow. Through that, your team will be able to deliver a superior customer experience - which is the main thrust of your department. 

You must be adept at creating reports of your team’s performance and documenting feedback from your client.  You must be able to effectively manage issues that might arise (including HR related ones); not to mention, being creative in terms of thinking of solutions; and acting as the liaison between management and your team.

So, do you have what it takes to be a Team Leader?

Requirements:

So, what are we looking for? 

We need someone who has the skills to call themselves a Leader. Someone with at least one (1) year of relevant Team Leader experience managing at least 10 + teammates while working in a customer support role within an outsourcing or similar company. We need someone with excellent verbal and written communication skills along with above-average technical know-how.

If you have previous experience working on the phone, email and live chat customer support roles, then that’s a plus in your favor.  If you’re familiar with E-Commerce, ZenDesk, or any other CRM tools; flexible and willing to work different shifts - then we definitely want to talk to you.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!   

TaskUs is an Equal Opportunity Employer

Workflow 1: Reactive Content Moderation

We are an ideal candidate passionate about technology and has specific experience with Google’s search products. Candidates should also have a strong background in AI Training, content moderation and/or trust and safety principles. This role involves evaluating user feedback, taking appropriate actions according to the results when following detailed guidelines that match your linguistic and cultural experience. We’re optimizing for user experience; high quality, safety, and relevance. Your work will have a direct impact on the user experience and the integrity of the client's search platform, making attention to detail and quick decision-making essential skills.

Basic Qualifications:

• Bachelor's degree, or equivalent work experience 

• 2+ years experience in AI training, content moderation, review, and/or investigation.

• Strong analytical and problem-solving skills.

• A passion for technology, and AI specifically

What you'll do:

• Evaluate user feedback and take appropriate actions based on results.

• Evaluate search results according to client’s guidelines to ensure they meet high quality and safety standards for global users.

• Handle time-sensitive assessments to provide timely feedback on search result quality.

• Understand and remain updated on changing client policies and guidelines.

• Stay informed about emerging trends and patterns in search behavior and content.

• Contribute to the improvement of evaluation processes through feedback on tools and methodologies.

• Collaborate with cross-functional teams to communicate insights and recommendations.

• Maintain an in-depth understanding of search quality policies and their application in various contexts.

• Identify ambiguous cases and escalate them to senior team members when necessary.

• Apply your knowledge of search mechanics and user behavior to inform your evaluations.

• Utilize internal systems to log findings, track issues, and communicate with relevant teams.

• Provide input to the product team to enhance search quality and user safety.

Who you are:

• An experienced professional with at least 2 year in content evaluation or trust and safety, and familiarity with search technologies.

• A quick learner with exceptional attention to detail and analytical skills.

• A critical thinker who is highly motivated, proactive, and adaptable to change.

• Excellent at problem-solving and able to make nuanced judgments.

• Capable of working independently while also being a strong team player.

• Sensitive to cultural nuances and able to identify potentially inappropriate or harmful content.

• Fluent in written and verbal English, with proficiency in additional languages being a plus.

• Experienced with internal tools for task management and communication.

• Possessing a broad understanding of internet technologies and key issues in online safety and information quality.

How We Partner To Protect You: TaskUs will neither solicit money from you during your application process nor require any form of payment in order to proceed with your application. Kindly ensure that you are always in communication with only authorized recruiters of TaskUs.

DEI: In TaskUs we believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Inclusive and equitable practices are our responsibility as a business. TaskUs is committed to providing equal access to opportunities. If you need reasonable accommodations in any part of the hiring process, please let us know.

We invite you to explore all TaskUs career opportunities and apply through the provided URL https://www.taskus.com/careers/.