ModSquad

• Lead client engagements from discovery through delivery — owning the technical implementation, the client relationship, and the outcome • Design and build solutions across the partner ecosystem, including configurations, integrations, and AI-powered workflows • Translate client needs into technical specifications • Build and deploy AI-powered workflows • Document what you build — implementation guides, integration specs, workflow diagrams • Manage issues and escalations with a systems mindset • Support pre-sales conversations when your technical perspective adds value

Role Description ModSquad has partnered with a well-known U.S.-based fast-food chain celebrated for its made-to-order burgers, casual dining experience, and strong brand personality. The brand emphasizes friendly, approachable, and engaging interactions with its customers across social media and digital platforms. Engagement Moderators working with this client will focus on maintaining brand voice, ensuring community safety, and providing warm, playful, and on-brand responses while managing online conversations and content moderation. As a member of this team, you will use Sprout Social to engage with and ensure the client's communities are staying safe and happy! - Commitment: 10-15 hours weekly - Duration: 90 days - Operating Hours: Mon-Sun: 8am-6pm PST - Weekend availability is a must Qualifications - Understands the importance of engagement - Engagement Moderation Experience - Sprout Social experience a bonus! - Food Industry experience or interest a plus! - Available weekends Requirements - A dedicated desktop or laptop computer running Windows 11 or later - 8GB RAM (16 GB preferred) - A reliable, high-speed internet connection - A high-quality headset with a noise-canceling microphone - A quiet, distraction-free workspace suitable for handling calls - Willingness to install ModSquad security software and enable two-factor authentication (2FA) on both your computer and mobile device Company Description ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place. ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulations. Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.

• Providing Customer Support via Zendesk ticketing system • Using admin order tools to review order status to provide resolutions to customers • Using admin tools to review user accounts and assist with account issues.

• Providing Tier 2 ticket-only support for various games and services • Attending client meetings, recording bugs in issue tracking software, and testing in-game • Responding to customer inquiries via multiple channels

• Deliver exceptional customer support through inbound phone calls and support tickets • Provide personalized solutions and resolve customer inquiries with professionalism and empathy • Create a seamless experience that reflects the standards of a luxury brand • Investigate customer concerns and document interactions thoroughly • Collaborate with internal teams to ensure timely and accurate resolutions

• Support our healthcare client in the dental services sector • Monitor and respond to patient-facing digital interactions across social and online channels • Ensure accurate, professional, and empathetic communication • Help maintain a safe, respectful, and informative digital environment for patients seeking dental care information and support • Ability to handle diverse and potentially negative engagements

• Monitor automated alerts • Escalate service outages promptly • Help customers during service disruptions

Role Description Pilot Fiber, a leading telecom company providing high-speed fiber internet to businesses across New York, Philadelphia, and Boston, is seeking Tier 2 Mods to join their tech support team. - Looking for tech-savvy Mods who can quickly troubleshoot issues. - Follow clear procedures and communicate effectively with customers through phones and emails. - Monitor automated alerts and escalate outages within 15 minutes. - Provide reliable support during service disruptions. - Strong call control skills and ability to stay calm under pressure. - Enjoy solving technical problems independently. Hours of Operation: - Monday – Friday: 12:00 AM – 6:00 AM and 3:30 PM – 12:00 AM (PST) - Priority coverage needed: 4:00 AM – 6:00 AM (PST) - Saturday and Sunday: 24-hour availability required The biggest need would be weekends and then early morning 4-6 am M-F (after being active for 2 weeks on the project). Commitment: 15 hours weekly, 90 Days Orientation: July 16, 2026 Qualifications - Tech-savvy with troubleshooting skills. - Effective communication skills. - Strong call control skills. - Ability to work under pressure. - Independent problem-solving skills. Requirements - Availability for specified hours. - Commitment to 15 hours weekly for 90 days. - Participation in orientation on July 16, 2026. Benefits - Opportunity to work with a leading telecom company. - Flexible hours based on availability.

• Respond to customer inquiries via inbound messages • Assist customers in navigating the music streaming platform • Troubleshoot technical issues • Ensure customers have the best possible listening experience

• Provide friendly, confident support by answering inbound calls • Assist with account access and provisioning • Guide users through a variety of support requests • Remain calm under pressure during one of the busiest times of the academic year