Google Hiring For Team Lead Trust & Safety- Csa || Teleperformance ||
- Teleperformance (TP)
- 1 - 5 years
- Hyderabad
- 6 months ago
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Job Description
Job Title: Team Lead Customer Service Support (Tier 3)
Location: Hyderabad
Key Responsibilities:
HR CHARLIE: 7330616*** [ Send your Resumes to WhatsApp - Don't call ]
1. Team Leadership & Performance Management:
- Lead a team of Customer Service Support Tier 3 Agents (Tier 3), ensuring high-quality service delivery.
- Monitor team performance, KPIs, and SLAs, ensuring adherence to process guidelines.
- Provide regular coaching, training, and feedback to enhance team efficiency.
2. Escalation & Case Management:
- Handle high-priority and complex policy escalations related to E commerce - Market Place Store.
- Support agents in troubleshooting developer concerns regarding compliance and enforcement actions.
- Work closely with internal policy, legal, and product teams to resolve critical cases.
3. Policy Compliance & Verification:
- Oversee the review and verification of app submissions for policy adherence.
- Ensure proper enforcement of E commerce - Market Place policies while balancing developer experience.
- Identify trends in policy violations, fraud, or abuse, and suggest improvements.
4. Process Improvement & Reporting:
- Identify gaps in support processes and propose efficiency improvements.
- Prepare and present weekly/monthly reports on team performance, issue trends, and compliance insights.
- Drive initiatives to improve response quality, accuracy, and turnaround time.
Required Qualifications & Skills:
B2 and above-level proficiency in English (as per CEFR framework).
3-5 years of experience in Trust & Safety, policy enforcement, content moderation, or customer support.
1+ years of team leadership or mentoring experience in a support environment.
Strong understanding of E commerce - Market Place Store policies and developer ecosystem.
Excellent analytical, problem-solving, and decision-making skills.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer Success, Service & Operations - OtherEmployement Type: Full timeContact Details:
Company: Teleperformance (TP)Location(s): Hyderabad
Keyskills: Handling Customer Queries Trust Management Team Leading Safety Management System Team Handling Team Coordination Safety Compliance Trustee Activities Trust Accounting
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