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Setya A. — Mid-Level Content Moderation Team Lead from Indonesia

Setya A.

Mid-Level Content Moderation Team Lead

Indonesia 3-6 years
Open to offersNew to Platform
Languages
EnglishIndonesian
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About

Setya A. is an adept Team Leader in the Trust & Safety and Customer Service domains, with over 4 years of experience leading large teams, including over 100 content moderators. Currently at PT. Transcosmos Indonesia, he is responsible for managing a team that enforces platform policies on user-generated content, ensuring alignment with quality standards and operational requirements. He employs strong skills in Performance Management and Root Cause Analysis (RCA) to drive continuous improvement through action plans and performance initiatives. His previous role as a Customer Service Team Lead at PT MitraComm Ekasarana involved overseeing end-to-end support for travel-related inquiries. During this tenure, he excelled in achieving key performance metrics such as Customer Satisfaction (CSAT) and service quality. Armed with a degree in English Literature, Setya's educational background enhances his capabilities in critical thinking and written communication, vital for effective stakeholder management.

Experience

  • Content Moderation Team Lead

    PT. Transcosmos Indonesia (Official) · 2022 — Present
    Led a team of over 100 Content Moderators tasked with reviewing and enforcing platform policies for user-generated content. Managed daily operations to ensure moderation decisions adhered to policy guidelines and quality standards. Monitored performance metrics such as Integrity Accuracy (IA) and Average Handling Time (AHT) to enhance team output. Developed and enacted Root Cause Analysis (RCA) and performance improvement initiatives based on operational insights. Oversaw team utilization rates to maintain optimal productivity and resource allocation.

  • Customer Service Team Lead

    PT MitraComm Ekasarana · 2020 — 2022
    Provided comprehensive customer support for travel inquiries through multiple channels, including inbound phone, email, two-way chat, outbound calls, and app reviews. Assisted customers with hotel and flight bookings, modifications, cancellations, refunds, and payment issues. Achieved key performance indicators related to Customer Satisfaction (CSAT) and service quality. Collaborated with internal teams and external partners to resolve service-related issues and escalations.

Skills & Expertise

Performance ManagementData AnalysisCustomer ServiceCustomer Service and Admin Support

Education

  • Bachelor of English Literature
    Universitas Dian Nuswantoro · 2014 — 2019

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