Director for Customer Support

2 days ago

Limassol Municipality, Limassol, Cyprus Mayflower Full time €60,000 - €120,000 per year

Responsibilities

  • Define and drive the long-term vision for Customer Support & Moderation;
  • Align CS and Moderation under one culture and way of working balancing user care with clear standards and consistency;
  • Build strategies that improve satisfaction, retention, and product safety;
  • Translate company priorities into CS&M initiatives that strengthen trust, efficiency, and brand reputation;
  • Partner with Product, Engineering, Legal, and Brand to ensure user experience and safety principles are embedded across the product lifecycle;
  • Oversee global CS&M performance: define clear goals and set the right metrics;
  • Lead the identification and mitigation of operational, reputational, and policy risks related to customer experience and content moderation;
  • Improve tools and systems, drive automation and data-driven decision-making to increase efficiency;
  • Scale CS&M processes and capabilities to match product growth and market expansion, ensuring consistent quality;
  • Grow a strong CS&M leadership team that operates with clarity and autonomy;
  • Partner with executive leadership on key priorities impacting user trust, brand reputation, and platform integrity.

Requirements

  • 5+ years leading global customer, moderation, or CX teams in high tech, streaming, or fast-growing digital products;
  • Experience building scalable user operations that serve millions;
  • Strong understanding of trust & safety, user behavior, and moderation frameworks;
  • Experience leading distributed international teams and driving process improvement through data;
  • Strong leadership and communication skills;
  • Hands-on and outcome-oriented, with a focus on structure, performance, and continuous optimization;
  • Familiarity with analytics tools and the ability to make data-driven decisions;
  • Fluent in English (written and spoken).

Conditions

We know that great talent deserves great conditions, so here's what you can expect when joining us:

  • EU-based employment contract and a 3-year Cyprus work visa with full support for your relocation and visa processes, including assistance for your family.
  • Full relocation package: flights to Limassol for you and your family, a company-covered apartment for the first month, and full relocation support to make your move smooth and hassle-free.
  • Transparent performance reviews twice a year, with bonus opportunities and salary adjustments.
  • Private medical insurance for you and your family, a corporate mobile plan (unlimited in Cyprus with roaming included), and interest-free support for car purchases.
  • Mindfulness & well-being support, including psychological assistance with 50% coverage.
  • 50% coverage of school and kindergarten fees for your children.
  • Fully covered sports benefits, and also access to in-house electric scooters and bike rentals.
  • Investment in your growth: paid language courses and access to suited-for-you development programs, including conferences, training programs, and coaching to support your professional journey.
  • A culture of recognition: a peer reward program to celebrate your contributions.
  • A fully equipped office in Limassol's city center, with everything you need for deep work and collaboration.
  • Free catering in the office and an in-house coffee bar with high-quality drinks and a health bar stocked with nutritious snacks.
  • A strong engineering culture: international teams, corporate events, team buildings, and hackathons—because great work happens in great communities.

Recruitment process

  • HR interview (1 hour);
  • Interview with hiring managers (1 hour);
  • Test;
  • Interview with hiring managers (1 hour);
  • Final Interview (1 hour)

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