Zomato is hiring a

Team Lead - Neutrality

Gurugram, India

Why you should join Zomato?

 

At Zomato, we have taken up the challenge of helping users discover and connect with restaurants in the smartest and most convenient way possible. This process includes recommendations by foodies in the form of reviews, photos and comments (commonly known as user generated content- UGC). With a large user base at Zomato, it is essential to ensure that this content is appropriate for all foodies on the platform, which is where the Neutrality Team comes in.

 

The goal of the Neutrality Team is to ensure that Zomato remains a credible and a neutral platform for users as well as restaurants. This is done by keeping an eye out for any biased, falsified or abusive content, and taking appropriate action when required.

 

About the Role:

As Team Lead, you will be responsible for your team and making sure that all user content published on the platform is within Zomato’s guidelines. You will have to help the team make difficult moderation decisions, so we're looking for someone who can work comfortably in a grey area. You will also be required to manage review concerns escalated by restaurants, so having strong communication skills is a must.

 

In short, it's a challenging job given the number of users and restaurants we have. If you are up for it, please read on.

 

As Team Lead - Neutrality you will:

  • Lead the Global Neutrality (User Content) Team by co-ordinating with TLs, Country Managers in our global markets
  • Coordinate recruiting, assigning, coaching, counselling of neutrality team members
  • Maintain a high standard of user content via moderation as per community standards and platform guidelines
  • Build a relationship with merchants and be the point of contact and ensure client satisfaction with Zomato products through problem - solving and speedy resolutions / handling escalations

  • Also lead the customer support for all product and service related complaints and redressals
  • Work closely with Product teams to continually evolve spam and fraud control systems, rating and review systems
  • Scale up UGC operations for Zomato in growing markets

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