Senior Support & Moderation Manager

Company

Adsgram

Salary / Compensation

• $1,000/month (during probation period)
• $1,200/month after probation

Overview / Job Description

Adsgram is an AdTech platform operating within the Telegram and Web3 ecosystem, focused on helping advertisers and publishers manage traffic, monetization, and digital ad performance. The company operates in a fast-growing environment at the intersection of advertising technology, Telegram infrastructure, and global digital products.

The Senior Support & Moderation Manager is a full-time remote leadership role responsible for building, scaling, and optimizing the support and moderation function. This is not only an operational position but a strategic role involving process redesign, team leadership, cross-functional collaboration, and customer experience improvement. The role requires strong ownership of support systems, escalation handling, and continuous optimization of workflows and automation.

Responsibilities

Support & Moderation Leadership

• Manage and lead the support and moderation team
• Oversee team performance, workload distribution, and operational execution
• Train, mentor, and develop support staff
• Handle complex cases and high-level escalations

Operational Management & Quality Control

• Monitor SLA compliance, response quality, and overall user experience
• Ensure consistency and accuracy in support and moderation outputs
• Maintain high standards of customer interaction quality
• Manage team performance and improve operational efficiency

Process Design & Optimization

• Redesign and improve support and moderation workflows
• Develop scalable processes for growing operations
• Implement automation tools, bots, and CRM enhancements
• Improve internal systems for efficiency and accuracy

Analytics & Reporting

• Analyze support metrics such as ticket volume, workload distribution, and SLA performance
• Identify trends in user issues and escalation patterns
• Generate insights to improve product, support, and customer experience
• Report findings to leadership and cross-functional teams

Cross-Functional Collaboration

• Work closely with Product, Marketing, and Commercial teams
• Translate customer support insights into product improvements
• Support strategic initiatives that impact customer experience and monetization

Requirements

Experience

• Minimum 2+ years in support, moderation, or client operations roles
• Experience managing or leading a support/moderation team (ideally 5+ members)
• Alternatively, experience as a project manager within support or moderation environments
• Experience handling escalations and complex customer issues

Leadership & Management Skills

• Proven ability to lead, mentor, and develop teams
• Experience building scalable support or moderation processes
• Strong ability to manage team performance and KPIs
• Ability to operate effectively in fast-growing environments

Technical & Analytical Skills

• Strong analytical skills with experience working with support metrics
• Familiarity with CRM systems and support platforms
• Experience with automation tools (bots, AI, CRM workflows) is a plus
• Ability to interpret data and translate it into actionable improvements

Skills & Competencies

• Strong communication and interpersonal skills
• Structured and systems-oriented thinking
• Ability to work in uncertain and fast-changing environments
• Proactive mindset with strong problem-solving ability
• Ability to manage multiple priorities and stakeholders

Language Requirements

• High level of English proficiency required
• Russian language proficiency required

Candidate Profile

You SHOULD Apply If

• You enjoy building and scaling support or moderation operations
• You have experience leading teams and improving processes
• You are comfortable working in fast-paced, evolving environments
• You are proactive and take ownership of operational problems
• You enjoy combining people management with systems optimization
• You are comfortable working with analytics and performance metrics

You Should NOT Apply If

• You lack experience in team leadership or support operations
• You prefer purely operational or non-leadership roles
• You are uncomfortable working in ambiguous or fast-changing environments
• You struggle with performance management or process design
• You are not comfortable working in a bilingual (English + Russian) environment

Other Information

Working Conditions

• Fully remote position
• Full-time role (Monday–Friday)
• Flexible schedule
• International distributed team

Additional Benefits / Highlights

• Remote work from anywhere globally
• Opportunity to influence product and support strategy
• Quarterly bonuses tied to performance
• Career growth in an international AdTech/Web3 company
• High-impact leadership role with ownership of support systems
• Involvement in strategic initiatives beyond standard support operations