Role & responsibilities The Team Leader will be responsible for managing the day-to-day operations of the Trust & Safety process, ensuring consistent, accurate and timely review of marketplace listings for counterfeit and policy-related risks, The role will lead a team of Process Associates, provide operational and subject-matter guidance, monitor productivity and quality, manage escalations, conduct coaching and calibration sessions, and ensure adherence to client guidelines and process requirements.

The Team

Leader will act as the primary operational point of contact for the team and will work closely with Quality, Training, Operations and client stakeholders to maintain process accuracy, improve performance and drive continuous improvement. Manage and provide day-to-day direction to a team of Process Associates handling Trust & Safety and counterfeit-review activities, Plan and monitor daily workload allocation to ensure productivity, turnaround time and service-level requirements are consistently achieved, Track attendance, adherence, productivity, quality and other operational performance metrics, Conduct regular one-on-one discussions, performance reviews and coaching sessions with team members. Identify performance gaps and create appropriate action plans to improve individual and team performance. Oversee the review of marketplace listings, product images, descriptions,

attributes and other item-level information flagged for counterfeit or policy review. Ensure associates make consistent, evidence-based decisions to classify, listings as Authentic, Risky or Counterfeit in accordance with client guidelines. Monitor adherence to defined decision rules, SOPs, workflows and client-specific requirements.

Ensure the team uses appropriate catalogue data, official references and known-good, genuine products when validating listings. Monitor the handling of complex or ambiguous cases and provide subject-

matter guidance to associates. Identify recurring process challenges,



policy gaps and operational risks and escalate them through the appropriate channels. Ensure business continuity during changes in volume, workflow, policy or client requirements, Partner with Quality/QA teams to monitor quality performance and identify recurring error trends.

Conduct regular team-level calibration sessions to ensure consistent interpretation and application of client guidelines. Review critical errors and provide evidence-based feedback to associates.

Analyse quality defects and identify root causes such as knowledge gaps, process gaps, policy interpretation issues or attention-to-detail concerns. Ensure corrective actions are implemented and tracked to closure. Support dispute management by reviewing cases where associate decisions differ from client or QA outcomes.

Counterfeit & Trust & Safety Expertise, Provide guidance on product-specific evidence, including logos, trademarks, engravings, tags, construction, materials, identifiers and other counterfeit indicators. Guide associates in distinguishing definitive counterfeit indicators from weak, explainable or legitimate product variations. Support the identification of circumvention signals, including hidden,

edited or misrepresented branding. Track productivity, quality, turnaround time, attendance, utilization and other applicable operational metrics. Identify productivity gaps and implement appropriate corrective actions without compromising review quality. Support Training teams in identifying training requirements based on quality and productivity trends.



Identify opportunities to improve process efficiency, quality, productivity and decision consistency.

Preferred candidate profile

5+ yrs of minimum experience with good team management skills and preferred from eCommerce / BPO Sectors with Experience in counterfeit review, content moderation, product matching, catalogue management, e-commerce operations, trust & safety, or similar data/quality roles is preferred. Familiarity with marketplace listings, product cataloguing, brand/product attributes and reference-based product validation is an advantage. Strong analytical reasoning, attention to detail and evidence-based decision-making skills. Ability to research and compare products against known-good references, including variations across models, components, production periods or vintage items. Familiarity with client policies and counterfeit/IP protection concepts, with the ability to clearly document the evidence supporting a review decision,24 years of experience in e-commerce, Trust & Safety, content moderation, counterfeit review, product matching, catalogue management, quality operations or a similar domain. Prior experience as Assistant Team Lead/ Team Lead / SME in an operations environment is preferred.

Experience managing a team in a BPO/operations setting is preferred.

Experience working with marketplace listings, product catalogues, brand/product attributes and reference-based product validation is an advantage.

Experience in counterfeit/IP protection, product authentication or Trust & Safety operations is an advantage.

Experience handling quality audits, calibrations, disputes and escalations. Strong proficiency in MS Excel/Google Sheets and ability to interpret operational dashboards. Ability to work with productivity and quality data to identify trends and improvement opportunities. Willingness to work in rotational shifts or business-required schedules, if applicable.

📌 Operations Team Lead Trust & Safety -eCommerce (Mysuru)
🏢 TalentBridge
📍 Mysuru