Team Lead - Content Moderation (BPO)
Role Details
Type of Support: Leadership
Contract Duration: Permanent
Training Schedule: To be Determined
Work Schedule: To be Determined
Work type and Location: Hybrid, Metro Manila
Expected start date: June 21, 2025
About Us
PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.
Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empowers businesses and the people behind them to extend their impact worldwide.
As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.
Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.
The Role
At PartnerHero, our Team Lead leads a team of associates, optimizing team performance for a specific Partner/program. As a Team Lead, you are the point of contact for the Partner regarding the program and you are responsible for relaying key information, updates, and feedback to your team.
Important Note: The Team Lead may be exposed to harmful content as part of their core day-to-day responsibilities, as well as in project work or in response to escalations. This harmful content may include (but not be limited to) child abuse; bestiality; sexual assault; torture; and murder.
What you’ll do:
- Manage and support a team of L2 Content Moderation Associates reviewing high volumes of escalated content
- Ensure moderation tasks—such as manual labeling and policy enforcement—are completed accurately and efficiently
- Deliver structured coaching, feedback, and performance reviews to drive both quality and morale
- Track and optimize productivity, SLA adherence, and escalation accuracy across your team
- Act as the primary point of contact between the moderation team and internal stakeholders, ensuring effective communication and issue resolution
- Provide guidance on complex or borderline cases, and support team members in making informed, policy-aligned decisions
- Promote a strong team culture across remote and culturally diverse teams
- 3+ years of hands-on experience in content moderation, preferably within a social media or online community setting
- Prior experience as a team lead, supervisor, or mentor in a content moderation or trust & safety role
- Strong understanding of platform policies, escalation protocols, and the challenges of working with sensitive or mature content
- Excellent leadership, communication, and people management skills
- Ability to support and engage a remote, multicultural team with empathy and structure
- High emotional resilience and discretion in working with challenging content
- Familiarity with moderation platforms and complex policies is preferred
What you’ll get in return:
- Full-time employment
- Competitive compensation based on experience
- 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 equal employment opportunity 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].