Support and Moderation Team Lead

Social Discovery Group ( (SDG) is a group of social discovery companies. SDG solves the problems of loneliness, isolation, and disconnection - transforming virtual intimacy into the new normal. SDG's products redefine the way people interact and connect with one another.

Our portfolio includes social entertainment platforms designed to connect people online across different cultures and regions of the world.

We bring together a team of like-minded people and IT professionals who specialize in creating and developing globally impactful social discovery products. Our international team of digital nomads works remotely from all over the world.

We're proud to be a two-time “Great Place to Work” winner (USA & Japan, 2024–2025) and a Top-5 Company for Work-From-Anywhere Jobs (FlexJobs, 2025).

We are looking for a Support and Moderation Team Lead to join our team!

Your main tasks will be:

• 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.
  
  

We expect from you:

• 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.
  
  

What do we offer:

• REMOTE OPPORTUNITY  to work full time;
• The  initial pay level  or  pay range  for this role will be shared with candidates during the recruitment process and before the commencement of employment;
• 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. 

Sounds good? Join us now!