Support and Moderation Team Lead

This is a fully remote position, open to applicants in Serbia.

📋 Description

• Develop and uphold the operational framework for Support and Moderation, including SLA, queues, prioritization, schedules/shifts, and escalation processes.

• Execute and enhance the quality control system, encompassing tone of voice regulation.

• Enhance, broaden, and sustain the knowledge base, macros, and templates to minimize resolution time and error rates.

• Ensure adherence to Ethics and Safety policies.

• Configure CRM (Freshdesk) and establish automation for routing, triage rules, tags/taxonomy, auto-replies, and LLM assistance.

• Consistently deliver insights from support inquiries to the product team, including key drivers, improvement recommendations, and their impact on customer retention.

• Oversee the team (recruitment, onboarding, performance management, development) and, when necessary, manage vendors or outsourcing partners.

• Collaborate with the product team to mitigate refund and chargeback triggers.

⛳️ Requirements

• Proficient in English – C1+

• Experience with CRM systems: Freshdesk, Zendesk, Intercom (triggers, routing, SLA, macros, views, roles)

• Familiarity with scheduling and shift planning

• Data proficiency: confident in Excel/Sheets, basic analytics, ability to create and interpret dashboards, understanding of product metrics

• Expertise in taxonomy design: categories, subcategories, tags, and usage guidelines

• Knowledge in Trust & Safety: policies, severity triage, incident management

• Understanding of billing/refunds: subscriptions, refunds, and chargebacks

• Knowledge of sensitive data management: secure processes and access control.

🏝️ Benefits

• REMOTE OPPORTUNITY for full-time work

• 28 calendar days of vacation per year

• 7 wellness days annually (time off) to handle personal matters, allowing for recovery without the need for sick leave

• Bonuses up to $5000 for referring successful candidates for company positions

• 50% coverage for professional training, international conferences, and meetings

• Corporate discount for English language courses

• Health benefits: if not eligible for corporate medical insurance, the company compensates up to $1,000 gross per year per employee. This can be used for personal health insurance or medical expenses for yourself and immediate family (spouse, children)

• Provision of a well-equipped workplace: all employees receive necessary office equipment (desk, chair, wifi, etc.) in our offices or co-working spaces

• In other locations, the company reimburses workplace expenses up to $1,000 gross once every 3 years, as per paychecks. This can be used for co-working space rent or home office setup (desk, chair, internet, etc.) during the three years

• Internal gamified gratitude system: earn bonuses from colleagues and redeem them for merchandise, team-building activities, massage vouchers, etc.