Job Description

About the team

The Account, Interaction & Search Safety Team is a lean, agile team dedicated to safeguarding user interactions across Account, Search, Comments and Messages. Our mission is to adapt quickly and respond effectively to the evolving demands of platform safety. By streamlining workflows and establishing efficient operational processes, we prioritize rapid problem-solving to support moderation efforts and provide seamless cross-team collaboration to address safety concerns proactively.

We serve as the primary team for evaluating safety metrics and assessing the performance of both human moderation and machine-driven systems, ensuring that our safety standards remain robust and impactful. Working closely with frontline teams, we bring policies to life by providing ongoing guidance and operational support that aligns with our strategic business objectives. Through strong partnerships with Product, Data Science, Policy, Algorithm, ADSO-Search Operations, and front-line teams, we leverage diverse expertise to tackle safety challenges unique to user interactions.

With a commitment to data-driven improvement, we have developed a comprehensive metrics system to evaluate operational effectiveness, including moderation efficiency, quality metrics, and machine performance. By regularly monitoring and enhancing our processes, we work to exceed safety targets, close performance gaps, and continuously elevate the quality of platform interactions.

Our team also leads to building scalable, adaptable safety processes that meet both current and future needs. Through continuous process development, we ensure sustainable efficiencies and maintain operational excellence, evolving with the demands of a safe and thriving community.

About the role

The Safety OnCall Operations Team Lead is responsible for leading a team of Oncall Specialists to deliver high-quality, timely, and effective content safety support across multiple business lines. This role combines people management, operational oversight, and escalation management to ensure seamless service delivery, continuous process improvement, and adherence to global safety standards.

The Team Lead partners with Product, Process, Quality, and Training teams to enhance workflows, eliminate recurring issues, and drive team performance while maintaining a positive, productive, and high-performing work environment.

Responsibilities

1. People Management & Team Development

- Lead and manage a team of Oncall Specialists, ensuring clarity of roles and responsibilities.

- Implement policies and processes that foster a productive, positive work environment, build morale, and recognize achievements.

- Collaborate with Quality and Training Program Managers to onboard and train new hires through intensive coaching and mentoring.

- Provide regular feedback, performance coaching, and support to team members to achieve customer service metrics.

- Identify individual performance gaps and implement targeted coaching to elevate team output.

2. Operational Management & Escalation Handling

- Monitor auto-routing systems to ensure correct documentation of points-of-contact for escalations.

- Manage escalated user, creator, and seller inquiries via the on-call ticket system, ensuring prompt and effective resolution.

- Coordinate with cross-functional teams to resolve issues and ensure close-loop follow-ups for all escalations.

- Promptly escalate critical or high-risk cases to appropriate authorities.

- Establish and maintain standard operating procedures (SOPs) and escalation guidelines for the team.

3. Oncall Process Improvement & Knowledge Management

- Identify recurring issues and work with Product and Process Solution teams to prevent repeat complaints.

- Track and analyze escalation trends to identify root causes and recommend process enhancements.

- Improve technology self-help tools by identifying the most common FAQs and enabling internal customers to self-serve.

- Partner with Quality Specialist teams to continuously improve escalation-handling processes and operational excellence.

4. Scheduling & 24x7 Operations

- Collaborate with the Planning team to build effective schedules ensuring full 24/7 coverage.

- Monitor team productivity and performance, ensuring coverage aligns with varied contact arrival patterns and internal SLAs.

- Ensure execution of improvement plans to meet or exceed operational and customer service metrics (e.g., CSAT, SLA).

5. Reporting & Stakeholder Collaboration

- Collab with R&I team to track key performance indicators and provide regular updates to leadership on team performance and escalations.

- Partner with cross-functional teams to share insights, escalate systemic issues, and support strategic operational initiatives.

- Maintain transparency and accountability in reporting and escalation management processes.