Support and Moderation Team Lead
Social Discovery Group View all jobs
- Malta Island
- Permanent
- Full-time
- 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.
- 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.
- 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.