Top world’s largest social discovery company uniting 70+ brands with 500M+ users
Support and Moderation Team Lead
Location
Serbia
Posted
3 days ago
Salary
0
Seniority
Senior
Job Description
Support and Moderation Team Lead
Social Discovery Group
• Build and maintain the operational model for Support and Moderation: SLA, queues, prioritization, schedules/shifts, and escalation processes. • Implement and improve the quality system, including tone of voice control. • Improve, expand, and maintain the knowledge base, macros, and templates to reduce resolution time and error rates. • Ensure compliance with Ethics and Safety policies. • Configure CRM (Freshdesk) and implement automation: routing, triage rules, tags/taxonomy, auto-replies, and LLM assistance. • Regularly provide the product team with insights from support requests: top drivers, improvement suggestions, and impact on CR/retention. • Manage the team (hiring, onboarding, performance management, development) and, if needed, vendors or outsourcing partners. • Reduce refund and chargeback drivers in collaboration with the product team.
Job Requirements
- English – C1+
- CRM systems: Freshdesk, Zendesk, Intercom (triggers, routing, SLA, macros, views, roles)
- Experience with scheduling and shift planning
- Data: confident use of Excel/Sheets, basic analytics, ability to build and interpret dashboards, understanding of product metrics
- Taxonomy design: categories, subcategories, tags, and usage rules
- Trust & Safety: policies, severity triage, incident management
- Billing/refunds: understanding of subscriptions, refunds, and chargebacks
- Sensitive data hygiene: secure processes and access management.
Benefits
- REMOTE OPPORTUNITY to work full time
- Vacation 28 calendar days per year
- 7 wellness days per year (time off) that can be used to deal with household issues, to lie down and recover without taking sick leave
- Bonuses up to $5000 for recommending successful applicants for positions in the company
- 50% payment for professional training, international conferences and meetings
- Corporate discount for English lessons
- Health benefits. According to the paychecks, if you are not eligible for corporate medical insurance, the company will compensate you with up to $ 1,000 gross per year per employee. This can be spent on self-purchase of health insurance or on doctor’s fees for yourself and close relatives (spouse, children)
- Workplace organization. The company provides all employees with an equipped workplace and all the necessary equipment (table, armchair, wifi, etc.) in our offices or co-working locations
- In the other locations, the company provides reimbursement of workplace costs up to $ 1000 gross once every 3 years, according to the paychecks. This money can be spent on the rent of the co-working room, on equipping the working place at home (desk, chair, Internet, etc.) during those 3 years
- Internal gamified gratitude system: receive bonuses from colleagues and exchange them for our merchandise, team building activities, massage certificates, etc.
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