Overview:

Lead and manage a Philippines-based user support team (15–20 pax) to provide responsive and high-quality service for global users. Responsible for enhancing the user experience by addressing feedback, resolving complaints, and driving operational excellence across multiple regions and languages.

• Establish and maintain a multilingual user support system (English, Arabic, Hindi, etc.) to serve global markets.
• Develop and refine SOPs for handling payment disputes, content moderation, and withdrawal delay cases.
• Monitor and enforce compliance procedures for users’ withdrawals to prevent fraudulent activities.
• Train the BPO team to effectively manage sensitive cases, including user conflicts and cultural sensitivities.
• Collaborate with product teams to deliver user-driven feature improvements (e.g., party games, voice chat rooms).

• Minimum 5 years of experience in user operations, including managing cross-border support teams of 15+ members.
• Strong understanding of content moderation processes and withdrawal risk management in social or entertainment platforms.
• Experience working with or managing teams within the Philippine BPO team is highly preferred.
• Fluent in English with the ability to adapt to rotational shifts covering MENA and Southeast Asia time zones.