CareerFinders, on behalf of our client, a leading adult entertainment social media web application with expanding operations in Cyprus, we are seeking to recruit a Content & Customer Support Supervisor (Dual Role) to join their growing team based in Nicosia. The successful applicant will oversee the content moderation process which includes the use of Hive AI moderation software and human reviews, and leading and mentoring a team of customer support agents tasked with ensuring high-quality customer service via ticketing and live chat channels. Our client is seeking applicants who possess proven experience in a supervisory or team lead role, preferably within a content moderation and/or customer support environment, with strong leadership and people management skills. Familiarity with customer support ticketing systems and live chat software is a must, and experience with content moderation tools is highly desirable. Our client offers an attractive remuneration and benefits package based on skills and experience.

Key Duties/Responsibilities: 

• Lead, mentor, and supervise a team of customer support agents and content moderators.
• Provide ongoing training, support, and development opportunities.
• Ensure the team delivers exceptional customer service through ticketing and live chat channels.
• Monitor performance and implement improvements where necessary.
• 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.
• Track team performance metrics, provide regular feedback, and conduct performance reviews.
• Address and resolve escalated customer issues and content moderation challenges promptly and effectively.
• Prepare and present regular reports on team performance, customer satisfaction, and content moderation outcomes to senior management.
• Work closely with other departments to ensure seamless operations and contribute to the continuous improvement of processes and policies.

Key Skills/Experience: 

• Proven experience in a supervisory or team lead role, preferably within a content moderation and/or customer support 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.
• Ability and willingness to work on rotational shift-patterns as required.

To apply for this vacancy, please send your CV, along with any covering letter to jobs@careerfinders.com.cy quoting the reference number CAR7823. Please note that due to the high volumes of applications received only shortlisted applicants will be responded to. By sending us your CV you are giving CareerFinders your consent to be contacted for this and any other suitable vacancies that we believe match your skills and experience. To view our privacy policy, please click www.careerfinders.com.cy/privacy-policy.