Position: Head of Support and Moderation
Company: United Tech
Category: Support
Experience required: 2y
English level: upper
Published: 2023-02-01T00:00:00+02:00

United Tech is a Ukrainian product IT company that develops its own mobile and web products in the social networking niche. Our brands are growing rapidly and attracting leading positions in their categories, influencing modern approaches to development and ambitious goals of our teams. 

And now we are looking for a **Support Team Lead** to lead our support and moderation team with the primary goal of supporting and developing high-level support service standards


**About the product:**
It’s an all-in-one streaming platform that allows people to communicate without borders worldwide, create communities, share interesting content and monetize their talents. The cross-platform product (iOS, Android, Web) is already in production and has thousands of end-users. 


**What you’ll help us do:** 
- Responsible for customer support (5 people) and content moderation (14 people)
- Hiring moderation and support team 
- Monitor and improve KPI to manage team efficiency
- Improve moderation quality 
- Improve support onboarding funnel for streamers and agents 
- Be in charge of the developing support and moderation dashboards, collaborate with product and tech teams
- Develop workflows for training teams and helping to improve team efficiency
- Keeping management informed of the status of results, progress, KPI, problems, plans, and meetings, as well as involving management at key times


**It’s all about you:**
- 2+ years of experience in a Support or Moderation positions 
- 1+ year of relevant professional leadership experience
- Knowledge of data analytics, product, and business metrics to measure team success
- Knowledge of app usage and UI/UX patterns depending on the platform
- Strong leadership and management skills, systematic thinking, business orientation


**Will be a plus if it is also about you:**
- Experience with social networking niche
- Min of 3+ yr of experience in fast-paced environments like startups
- Experience leading 5+ people
- A data-driven mentality
- Knowledge of English at a level not lower than Upper-Intermediate


**What we offer:**


- **Comfortable working environment.** You can work at our comfortable hub in Kyiv or remotely anywhere with a flexible schedule. We reimburse expenses for renting workspaces in other cities. Also, you can get financial and legal support, modern equipment, and up-to-date tools. 

- **Highly-skilled team.** We have several independent products and cross-functional autonomous teams with Tech leads. The seniority level of the team is Middle&Senior, so you will get the option to share practical cases and knowledge with experts in the social networking niche.

- **Personal impact and ambitious goals.** Our products are in top positions in their categories on App Store and Google Play. We’re free to implement our ideas and directly influence products, cherishing our users. So you can make your direct impact on fast-growing products with a multi-million audience.

- **Investment in the future.** The growth of our teammates is boosted with performance-oriented reviews, IDPs, free English classes, reimbursement of professional development courses, constructive feedback, international projects, a corporate library, and knowledge sharing.

- **Care and support.** We maintain a human-to-human approach and care for our teammates' safety, health, and rest with 20 paid vacation days, 15 days of paid sick leave, 100% coverage of medical insurance, reimbursement for sports and equipment, corporate events, stylish merch, and relocation options.


**Hiring process:**
- Intro call with a Recruiter 
- Interview with the Hiring team
- Test task (optional)
- Reference check
- Offer


Together, we’re a passionate team united by a founder’s mentality, result orientation, trust, and constant desire to improve. Join us, and your work will be seen by millions of people worldwide.