Team Leader German speaking

Our client is a well known content moderation and customer support services provider, based in Malta. As Team Leader, you will support the Assignment Manager and help ensure that the teams deliver high-quality services to the clients. You will play a key role in maintaining service levels, balancing efficiency and quality, and supporting the day-to-day performance and development of the team. You will take a hands-on approach to coaching, monitoring, and supporting team members, while also contributing to a positive team culture and strong client relationships.

Responsibilities:

• Support the Assignment Manager in maintaining service levels in line with client expectations and contractual agreements.
• Monitor team performance and quality, providing guidance and coaching where needed.
• Support team members with day-to-day questions, escalations, and workflow challenges.
• Ensure understanding and correct application of client policies and guidelines.
• Review and make decisions on images, accounts, and text-based content, including potentially sensitive material.
• Identify trends, common end-user mistakes, and improvement opportunities, and share insights with managers.
• Escalate policy violations and fraud cases using internal tools and processes.
• Support continuous improvement in workflows, automation, and operational processes.
• Collaborate effectively with internal teams and client stakeholders.
• Participate in training and support knowledge sharing within the team.
• Support different workflows, clients, and markets as required.

Requirements;

• Experience leading teams within a call center or similar environment
• German language skills native or bilingual as well as proficient level of English language
• Good computer skills, especially Microsoft Excel.
• Strong interpersonal skills and a collaborative mindset.
• Ability to lead by example and support team motivation.
• Interest in coaching, feedback, and people development.
• Good understanding of online marketplaces and publication rules.
• Willingness to work on a shift basis, including Saturdays and Sundays.
• Interest in markets, shared economy, and new technologies is a plus.
• Previous experience in content moderation, customer service, or online business is an advantage.