Gaming Support Team Lead

2 Months ago • 4-4 Years • Editorial

Job Summary

Job Description

Overwolf seeks a Gaming Support Team Lead to manage their content moderation team. Responsibilities include leading and mentoring the team, ensuring content quality and safety on their platform (CurseForge), handling creator inquiries and complaints, establishing moderation best practices, and collaborating with other teams. The ideal candidate possesses strong leadership, communication, and technical skills, along with a passion for gaming and experience in a technical support or customer service role within the SaaS or technology industry. They'll review mods, handle escalations, improve processes, and analyze moderation data for continual improvement.
Must have:
  • Team Management (1+ years)
  • Technical Support/Customer Service (3+ years)
  • Passionate Gamer
  • Excellent Communication & Leadership
  • Strong Technical Skills
  • Content Moderation Expertise
Good to have:
  • Experience in software companies
  • Knowledge of Java, LUA, or other programming languages
  • Understanding of various file types and folder structures

Job Details

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.

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About The Company

Overwolf is the world’s leading platform for in-game creators and gamers who build or consume user-generated content around their favorite games. We’re talking about some of the biggest AAA titles out there – games like Minecraft, League of Legends, World of Warcraft, PUBG, and Fortnite – to name a few. The way people create and play games worldwide is changing, and Overwolf is leading the revolution. We empower just about 178K creators to make the best games even better - giving them everything they need to create unique gaming experiences that serve more than 45M gamers every month. Our mission is to turn in-game creation into a new profession and build the next generation of games. And we’re just getting started.

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