#vacancy - #full time - #office - #Nicosia, Cyprus - Position: Team Lead/Supervisor Company Overview: We are a leading adult entertainment social media web application, similar to OnlyFans and Fansly. Our platform empowers content creators to share exclusive content with their fans. We pride ourselves on providing excellent customer support and maintaining a safe community through robust content moderation. Role Overview: We are seeking a dedicated and experienced Team Lead/Supervisor to manage a small team of customer support agents and content moderators. The successful candidate will be responsible for ensuring high-quality customer service via ticketing and live chat channels (Freshdesks), as well as overseeing the content moderation process which includes the use of Hive AI moderation software and human reviews. Key Responsibilities: -Team Management: Lead, mentor, and supervise a team of customer support agents and content moderators. Provide ongoing training, support, and development opportunities. -Customer Support: Ensure the team delivers exceptional customer service through ticketing and live chat channels. Monitor performance and implement improvements where necessary. -Content Moderation: Oversee the content moderation process, ensuring adherence to company policies and community guidelines. Coordinate the integration of Hive AI moderation software with human review processes. -Performance Monitoring: Track team performance metrics, provide regular feedback, and conduct performance reviews. -Problem Resolution: Address and resolve escalated customer issues and content moderation challenges promptly and effectively. -Reporting: Prepare and present regular reports on team performance, customer satisfaction, and content moderation outcomes to senior management. -Collaboration: Work closely with other departments to ensure seamless operations and contribute to the continuous improvement of processes and policies. Qualifications: Proven experience in a supervisory or team lead role, preferably within a customer support or content moderation environment. Strong leadership and people management skills with the ability to motivate and develop a team. Excellent communication and interpersonal skills. Familiarity with customer support ticketing systems and live chat software. Experience with content moderation tools, preferably Hive AI, is a plus. Ability to handle sensitive and potentially explicit content in a professional manner. Strong problem-solving skills and the ability to work under pressure. High level of integrity and ethical standards.