The Support and Moderation Team Lead at Social Discovery Group will build and manage the operational model for support and moderation, ensuring compliance with ethics and safety policies while improving user experience and reducing refund and chargeback drivers. As part of a global, digital nomad-friendly team, you will lead a distributed team and shape systems that impact user trust and retention.
What You'll Do
- 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
What We're Looking For
- 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
Technical Stack
- Freshdesk
- Zendesk
- Intercom
- Excel
- Sheets
- CRM
- LLM assistance
Team & Environment
- International team of professionals and digital nomads
- Two-time 'Great Place to Work' winner (USA & Japan, 2024–2025)
- Top-5 Company for Work-From-Anywhere Jobs (FlexJobs, 2025)
- Team of like-minded people and IT professionals
- Digital nomad friendly
- Focus on solving loneliness, isolation, and disconnection
Benefits & Compensation
- REMOTE OPPORTUNITY to work full time
- 28 calendar days of vacation 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: 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 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, or 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.
Work Mode
- Full-time remote position available globally
- Locations: Cyprus, Malta, USA, Armenia, Georgia, Kazakhstan, Montenegro, Poland, Latvia, Serbia, Spain, Portugal, UAE, Israel, Turkey, Thailand, Indonesia, Japan, Hong Kong, Australia
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
