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Moderation Team Lead

customer experience

Description

Papaya is one of the world's fastest-growing mobile game companies, providing entertainment for millions of users across multiple apps. We are dedicated to providing our players with exceptional customer support and maintaining a safe and positive environment within our online communities. We are looking for a sharp thinker, quick learner, and motivated multi-tasker to join our team in Tel Aviv.

As the Moderation Team Lead, you will head a team of agents who moderate the company's Facebook group, handle customer inquiries, resolve support tickets, and create engaging content. Your excellent communication skills, tech-savviness, managerial skills, and passion for assisting players will help expand this platform and maintain high customer satisfaction and community guidelines. You'll need to ensure our players have a smooth and enjoyable gaming and community experience.

Responsibilities

  • Lead and develop a team of Moderators who run the company’s Facebook group - Provide guidance and support to ensure their success in achieving targets and delivering exceptional experiences.
  • Develop and implement Community strategies to maximize value from our services and achieve our desired outcomes.
  • Perform QA for the team, including tickets, DM’s, and actions taken.
  • Adjust Community guidelines and handle sensitive content while ensuring a safe, respectful, and inclusive environment.
  • Collaborate with cross-functional teams (other CX teams, VIP, Product, and Marketing) to escalate technical issues or bugs.
  • Provide feedback on recurring customer inquiries to help improve the gaming experience and user interface.
  • Share insights and recommendations with the team to improve processes and enhance customer satisfaction.

Requirements

  • 2+ years of experience as a Community/Social Team Lead
  • Proven experience with Content creation, specifically in the gaming industry
  • Native-level English speaker with excellent verbal and written communication skills
  • Ability to guide employees and provide feedback on their performance
  • Strong problem-solving and multitasking abilities in a fast-paced environment
  • Team player with strong attention to detail and the ability to maintain composure in challenging situations
  • Experience in managing employees working in shifts - a Bonus
  • Ability to work full-time from our office in Tel Aviv