Support and Moderation Team Lead

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Social Discovery Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 20 years

🌍 Social Impact

📱 Media

Social Impact • Media • Entertainment

Social Discovery Group is the world's largest group of social discovery companies, focused on solving the problems of loneliness, isolation, and disconnection through digital reality. With 500 million users across 150 countries, the group boasts over 60 global communication and entertainment platforms. Employing a team of 1200 professionals, the company organizes events that unite a global community of professionals and provides career opportunities for individuals seeking ambitious challenges.

📋 Description

• 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.

🎯 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.