Role in brief
AdsGram, an AdTech platform in the Telegram/Web3 space, seeks a Senior Support & Moderation Manager. This role involves leading and scaling the support team, ensuring service quality, and optimizing operational processes. It suits experienced managers with a background in support or client operations who can drive process improvements and manage team performance.
About the role
This role focuses on leading and developing the support and moderation functions for AdsGram, an AdTech platform operating within the Telegram and Web3 ecosystems. The manager will oversee the support team, ensuring high standards for response quality and overall user experience. A key part of the work involves managing complex user cases and handling escalations, maintaining operational excellence in a rapidly growing environment.
The position requires a strong emphasis on process development and optimization. This includes identifying opportunities for automation, implementing new tools, and refining workflows to enhance efficiency and scalability. The manager will also be responsible for analyzing key performance metrics such as team workload, ticket reasons, and service level agreement (SLA) performance to inform strategic decisions and continuous improvement efforts.
Collaboration is central to this role, as the Senior Support & Moderation Manager will work closely with the Product, Marketing, and Commercial teams. This cross-functional interaction ensures that support operations are aligned with broader business goals and that user feedback contributes to product development. The manager will also be instrumental in training, mentoring, and fostering the professional growth of their team members.
The salary for this role ranges from $74,750 to $120,750 USD annually.
Skills that matter here
- support, moderation, or client operations: The role requires at least two years of experience in these areas to effectively manage user interactions and service delivery.
- managing a support & moderation team: Candidates should have experience leading a team, preferably of five or more people, or managing projects within such a team.
- analytical skills: These are essential for analyzing team metrics, identifying trends in user inquiries, and evaluating SLA performance.
- build, improve, and scale processes: The manager will be responsible for developing and optimizing workflows, implementing automation, and scaling operations to meet growth demands.
Who this role suits
- Someone with a track record of leading and developing support teams, capable of fostering growth and ensuring high performance.
- An individual who is process-oriented, always looking for ways to automate tasks and improve operational efficiency.
- A person who thrives in a collaborative environment, working effectively with product, marketing, and commercial teams.
- A manager who uses data and metrics to inform decisions and drive continuous improvement in service quality.
From the employer
- Manage the support & moderation team
- Control SLA, quality of responses, and user experience
- Handle complex cases and escalations
- Develop and optimize processes (automation, tools, workflow improvements)
- Collaborate closely with Product, Marketing, and Commercial teams
- Analyze metrics (team workload, ticket reasons, SLA performance)
- Train, mentor, and develop the team
- 2+ years of experience in support, moderation, or client operations
- Experience managing a support & moderation team (preferably 5+ people) or experience as a project manager within a support/moderation team
- Strong analytical skills
- Proven ability to build, improve, and scale processes
- Competitive salary
- Remote work format (Mon–Fri) from anywhere in the world
- Flexible schedule and healthy work-life balance
- Paid vacation, sick leave, and public holidays
- Career growth and development in an international team
- Involvement in strategic initiatives and the ability to influence the product
Questions about this role
What is the remote work policy for this position?
This is a full-time remote position, allowing work from anywhere in the world with a Monday to Friday schedule.
What level of seniority is expected for this role?
This is a senior-level position, requiring experience in managing support and moderation teams.
What are the core responsibilities of this role?
The core responsibilities include managing the support and moderation team, controlling SLA and response quality, handling escalations, developing processes, collaborating with other teams, analyzing metrics, and team development.