Gaming Support Team Lead

Description

Overwolf is on the hunt for a Gaming Mods Support Lead to guide our content moderation adventurers while upholding the integrity and quality of user-generated content on our platform. As our Moderation Maestro, you will ensure that every project meets our standards, assist authors with inquiries, and continuously enhance the overall user experience. Your role will be pivotal in maintaining a safe, engaging, and thriving community for creators and gamers alike.

If you’re a champion of content quality, a master communicator with razor-sharp problem-solving skills, and a true gamer at heart, this role howls out your name. Join us on our journey and help shape the future of modding.

Responsibilities

In this role, you will:

• Lead the Content Moderation team, ensuring timely and effective moderation across multiple regions and time zones.
• Supervise, coach, and evaluate the moderation team's performance and productivity, providing feedback and guidance.
• Ensure the CurseForge project library maintains high standards of quality, appropriateness, and safety.
• Review, approve, reject, or provide feedback for mods and addons while adhering to content, EULA, and ToS policies.
• Handle escalated creator issues and complaints, resolving them in a timely and professional manner through multiple communication channels.
• Establish and maintain best practices and procedures for moderation and community support.
• Analyze community feedback and moderation data to identify areas for improvement and innovation.
• Proactively enhance both the front-end and back-end project uploading processes and develop assistance guides and how-to articles.
• Coordinate with various teams, including Support, R&D, and QA, to communicate community needs and ensure alignment of goals.
• Lead daring raids into troll-infested dungeons to retrieve legendary loot.

Requirements

• 1+ years of experience managing a team.
• 3+ years of experience in a technical support or customer service role within the SaaS or technology industry.
• Passionate gamer, actively engaged with 2-3 PC games (Bonus points for Minecraft, World of Warcraft, The Sims 4, Hogwarts Legacy, or ARK: Survival Ascended).
• Proven track record of leading and motivating high-performing teams.
• Excellent communication, interpersonal, and leadership skills.
• Strong technical skills and knowledge of site management and backend systems.
• Ability to work under pressure, multitask, troubleshoot, and prioritize tasks and deadlines while staying organized and keeping records.
• Native-level proficiency in written and spoken English.
• Proven raid-leading experience, preferably in a troll-related environment.

Extra Bonus Points:

• Prior experience in technological environments or software companies.
• A solid understanding of various file types and folder structures.
• Knowledge of programming languages like Java, LUA, or others.
• Proficiency in Elvish weaponry.