ModSquad

Project Manager

• Collaborate with clients to manage project tasks
• Troubleshoot technical issues and provide guidance
• Analyze marketplace performance data
• Adapt to new software and technical workflows

Technical Assistant, Project Manager

Social Media Manager

• Serve as the primary operational point of contact for assigned social media, community management, and moderation projects.
• Lead recruitment, onboarding, scheduling, and daily management of employees and contractors.
• Monitor compliance and provide real-time operational guidance to APMs, CMs, ACMs, Leads, and Mods.
• Assist with shift coverage, staffing forecasts, and operational scheduling based on engagement trends.
• Drive proactive operational planning and process documentation to maintain best-in-class service delivery.
• Escalate and propose solutions for high-level issues, project optimizations, and future planning needs.
• Own the execution of social media moderation and community engagement initiatives, ensuring every interaction aligns with the client’s brand voice, community standards, and engagement goals.
• Deliver operational insights that drive stronger, safer, and more vibrant communities.
• Monitor community and platform trends in real time, escalating potential risks, brand reputation concerns, or engagement opportunities before they impact the client’s goals.
• Create, refine, and maintain detailed community management and moderation playbooks that guide best practices.
• Lead energizing internal brainstorms and strategic sessions focused on enhancing the community experience.
• Champion community-first thinking across the project team.

Social Media Project Manager

• Serve as the primary operational point of contact for assigned social media, community management, and moderation projects.
• Lead recruitment, onboarding, scheduling, and daily management of employees and contractors.
• Monitor compliance and provide real-time operational guidance to APMs, CMs, ACMs, Leads, and Mods.
• Assist with shift coverage, staffing forecasts, and operational scheduling based on engagement trends.
• Drive proactive operational planning and process documentation to maintain best-in-class service delivery.
• Escalate and propose solutions for high-level issues, project optimizations, and future planning needs.
• Own the execution of social media moderation and community engagement initiatives, ensuring every interaction aligns with the client’s brand voice, community standards, and engagement goals.
• Deliver operational insights that drive stronger, safer, and more vibrant communities — proactively identifying new opportunities to improve health, engagement, retention, and brand loyalty across platforms.
• Monitor community and platform trends in real time, escalating potential risks, brand reputation concerns, or engagement opportunities before they impact the client’s goals.
• Create, refine, and maintain detailed community management and moderation playbooks that guide best practices, escalation protocols, tone/voice execution, and evolving platform strategies.
• Lead energizing internal brainstorms and strategic sessions focused on enhancing the community experience — prioritizing innovation, audience growth, platform-specific engagement tactics, and proactive risk management, not just administrative maintenance.
• Champion community-first thinking across the project team, embedding community health, trust & safety, and meaningful engagement strategies into day-to-day operations.
• Conduct regular QA reviews, productivity checks, and shadowing sessions.
• Deliver coaching and actionable feedback to employees and contractors.
• Track team and project performance against KPIs, SLAs, and client expectations.
• Conduct team meetings and 1:1s focused on operational excellence, trends, and continuous improvement.
• Build and foster strong client relationships through regular reporting, meetings, and insights delivery.
• Support QBR (Quarterly Business Review) preparations and strategic planning discussions.
• Represent client priorities internally to ensure alignment between project execution and client goals.
• Lead proactive discussions around industry trends, evolving needs, and service expansion opportunities.
• Mentor and coach APMs, CMs, ACMs, Leads, and Moderators to ensure quality and accountability.
• Drive positive team culture, employee engagement, and career development conversations.
• Manage critical dialogues, conflict resolution, and performance interventions as needed.
• Lead the onboarding and offboarding of project staff.

Social Media & Moderation Project Manager

Technical Project Manager

• Oversee and coordinate complex technical initiatives with a strong emphasis on software troubleshooting, systems analysis, and operational excellence.
• Serve as the primary point of contact for both internal teams and clients, ensuring projects are executed to the highest standards of quality, efficiency, and client satisfaction.
• Manage day-to-day operations of client projects, dedicating at least 85% of time to project oversight and performance.
• Coordinate project planning, execution, and delivery across cross-functional teams.
• Oversee lifecycle of technical issues from identification through resolution, ensuring adherence to SLAs and KPIs.
• Manage scheduling, onboarding, offboarding, QA, and documentation workflows for both employees and contractors.
• Lead client communications, meetings, and strategic planning efforts in collaboration with Account Managers.
• Compile reports, track key performance indicators, and analyze trends to inform project decisions.
• Implement and manage QA feedback loops, productivity checks, and performance monitoring.
• Ensure documentation compliance and provide ongoing guidance to Assistant Project Managers and Leads.
• Lead performance management conversations, conduct 1:1s, and deliver coaching and mentorship to team members.
• Ensure adherence to internal standards and client contractual obligations, including billable hours, service delivery quality, and operational procedures.
• Foster a positive team culture through regular engagement, motivation, and support.
• Provide real-time support for moderators, resolve conflicts, and manage critical conversations professionally.
• Facilitate internal and client-facing team meetings, mentor junior managers, and support recruiting and interview processes.
• Escalate major issues, recommend solutions, and collaborate with stakeholders to drive continuous improvement.

Customer Support

• Answer phone calls and emails in a timely and professional manner.
• Actively listen to ensure customers feel heard and understood.
• Provide accurate and timely resolutions.
• Escalate issues when necessary.
• Stay up to date on task and policy updates to maintain accuracy.
• Meet and maintain individual performance metrics.

Customer Support Specialist – Inbound Phone Calls, Property Taxes

Support Engineer

• Write scripts or utilities (Python, JavaScript, or similar) and/or AI tooling to automate repetitive support tasks and streamline workflows or processes.
• Build, interact with, and maintain integrations with APIs from common services and platforms.
• Use your programming and logic skills to help us better integrate AI and automation into our Tech/Security stack—our goal is to make it all run as smoothly (and self-running) as possible.
• Help troubleshoot and manage equipment including desktops, laptops, mobile gadgets, peripherals, and occasionally, network gear (bonus points if you do it with style).
• Provide premium-level remote tech support (white gloves optional, excellent service mandatory).
• Act as one of ModSquad’s cybersecurity superhero team—defending against pesky intruders, squashing phishing attempts, and keeping our digital fortress safe.
• Protect our clients and teammates from common threats, because cybersecurity isn't just about tech, it’s about preserving peace, harmony, and everyone's sanity.
• Hunt down digital villains and thwart their evil plans, becoming the guardian of ModSquad’s online galaxy.
• Track issues meticulously in Zendesk, making sure all resources and solutions get recorded for future glory.
• Expertly prioritize and resolve tech problems and complaints—you're part therapist, part detective, all tech wizard.

IT Support Engineer

Recruitment

• Fulfill demanding requisitions for contractor customer support engagements
• Identify, qualify, and recruit full-time employees for key positions
• Ability to identify, source, and move candidates through our ATS database
• Work on multiple assignments simultaneously

Recruiting Sourcing Specialist

Business Operations

• Work directly with team members of their assigned department, providing guidance on improvements that can be made to business processes alongside technical and strategic support for systems they primarily utilize.
• Work alongside the rest of the Enterprise Applications team to ensure we’re all fully aware of changes both ongoing and in need across the business, and that all changes made and suggested compliment progress we’ve already made.
• Responsible for assisting in the maintenance, configuration, and reliable operation of SaaS technologies implemented in support of ModSquad’s business operations for their assigned department.
• Prepare documentation to ensure all changes, systems, and processes are fully understood by stakeholders and personnel that will need to utilize that documentation in their own work.
• Troubleshoot issues that may arise and implement solutions that correct immediate problems with an eye toward systemic changes that will prevent them from recurring.
• Act as a vital part of the agile management process the Enterprise Applications team employs by staying up to date with changes and best practices in modern business environments with a strong SaaS infrastructure and recommending change to leadership where it would benefit the business.

Technical Business Process Manager – Services

Operations

• Ensure that attendance is adhered to across our projects
• Ensure that productivity is maintained across projects
• Handle particularly high-profile queries
• Assist with the day-to-day admin of projects that have opted in to RTO’s services
• Help clients troubleshoot technical issues and challenges
• Support projects to make them feel supported by Real-Time Operations
• Provide technical expertise and escalation as needed

Real-Time Operations

• Serve as first point of contact for customers of a music streaming service
• Respond to inbound customer inquiries via messaging in Spanish and English
• Help customers navigate the platform and troubleshoot technical issues
• Ensure customers have the best possible listening experience
• Handle multiple simultaneous chats and maintain high-quality support
• Participate in mandatory 8-week orientation and follow production schedules

Bilingual Customer Support, Spanish/English

• Serve as first point of contact for customers of a music streaming service
• Respond to customer inquiries via inbound messages in Polish and English
• Help customers navigate the platform and troubleshoot technical issues
• Ensure customers have the best possible listening experience
• Handle multiple simultaneous chats and manage workload under pressure
• Complete orientation and nesting phases and adhere to project scheduling requirements
• Install and use required security software and follow client/moderation guidelines
• Collaborate with ModSquad team and escalate issues as needed

Bilingual Customer Support, Polish/English – Music Streaming

• Manage customer inquiries across phone, chat, and ticketing systems
• Serve as the friendly voice, helpful text, and problem-solving expert for customers
• Deliver top-tier support and ensure every interaction leaves a positive impression
• Maintain high levels of customer satisfaction
• Collaborate with a tight-knit HQ team of agents and fit into company culture

Customer Support, Mandarin

• Serve as first point of contact for customers of a leading music streaming service
• Respond to customer inquiries via inbound messages in Portuguese and English
• Help customers navigate the platform and troubleshoot technical issues
• Ensure customers have the best possible listening experience
• Handle multiple simultaneous chats and maintain composure under pressure
• Complete required orientation (8 weeks) and meet production hour commitments
• Use ModSquad security software and tools and complete language assessments as required

Bilingual Customer Support, Portuguese/English – Music Streaming

• Serve as first point of contact for customers of a leading music streaming service
• Respond to customer inquiries via inbound messages in both French and English
• Help customers navigate the platform and troubleshoot technical issues
• Ensure customers have the best possible listening experience
• Handle multiple simultaneous chats and manage workload under pressure
• Complete required orientation and adhere to production scheduling and commitments
• Participate in language assessments and follow ModSquad security/software requirements

Bilingual Customer Support, French/English

• Serve as the first point of contact for customers of a music streaming service
• Respond to customer inquiries via inbound messages in Thai and English
• Help customers navigate the platform and troubleshoot technical issues
• Ensure customers have the best possible listening experience
• Handle multiple simultaneous chats (3-5) while providing top-tier customer support
• Complete required 8-week orientation and adhere to scheduled production hours
• Work remotely as part of ModSquad's contracted team for the project

Bilingual Customer Support, Thai and English

• Responding to customer inquiries via inbound web messages in Korean and English
• Guiding users through technical or account issues with patience and clarity
• Offering helpful tips so customers can get the most from their music experience
• Providing friendly, reliable support that builds brand loyalty
• Serving as a frontline team member and the friendly voice behind the screen to help music lovers around the world
• Participating in orientation and meeting production/project hour commitments

Bilingual Customer Support, Korean/English

• Serve as the first point of contact for customers of a leading music streaming service
• Respond to customer inquiries via inbound messages in Japanese and English
• Troubleshoot technical issues and help customers navigate the platform
• Ensure customers have the best possible listening experience
• Complete required orientation and adhere to production scheduling and weekly hour commitments
• Collaborate with ModSquad and the client to escalate and resolve complex issues

Bilingual Customer Support – Music Streaming, Japanese/English

• First point of contact for customers of a leading music streaming service
• Respond to customer inquiries via inbound messages in German and English
• Help customers navigate the platform and troubleshoot technical issues
• Ensure customers have the best possible listening experience
• Complete language assessments and attend orientation/nesting/production hours as scheduled

Bilingual Customer Support, German/English – Music Streaming

• Provide phone support to customers when insurance agents are unavailable to take calls
• Self-schedule 10 hours per week with at least 5 hours on Friday and/or Saturday
• Support a software platform that streamlines the insurance process for agencies and clients
• Work with ModSquad, a remote customer experience services company

Customer Support, Phones, Insurance

• ModSquad's Information Technology department seeks a Technical Business Process Manager to collaborate with our Sales and Marketing departments as part of our larger Enterprise Applications team.
• Guide process improvements, automations, system integrations, and system administration with a focus on enhancing sales and marketing operations.
• Include continuous improvement efforts, integrating new AI technical initiatives, and working with existing GTM systems such as Salesforce, Hubspot, Zoominfo, LinkedIn, GA4, and AI tools like Jasper.
• Work with a variety of GTM technologies to optimize our sales and marketing workflows.
• Prepare documentation to ensure stakeholders understand changes, systems, and processes related to Sales and Marketing technology.
• Project manage change initiatives and troubleshoot issues related to Sales and Marketing systems.
• Actively participate in agile management processes and recommend changes to leadership.

Technical Business Process Manager – Sales and Marketing

Director

• Shape the organization’s Workforce Technology strategy, weaving AI into systems and processes.
• Direct and inspire a team of technology business process managers, specialists and analysts.
• Collaborate with People Ops, Recruiting and Services to craft tech solutions that streamline and expedite operations.
• Drive creation and implementation of smart workflows using AI, automation, and self-service tools.
• Modernize outdated processes and systems into agile, predictive, and data-rich frameworks.
• Embed AI literacy within the organization through intuitive tools, training, and daily nudges.
• Ensure all systems uphold privacy, security, and compliance at scale.
• Serve as a strategic partner to People and IT leaders, turning visions into tangible outcomes.
• Contribute to ModSquad’s remote-first CX services supporting moderation, trust & safety, and customer support for global brands.

Director, Workforce Technology

• ModSquad partnered with a top music streaming platform seeking Customer Support pros
• Respond to customer inquiries via inbound messages in Dutch and English
• Orientation: 8 weeks, 40 hours/week; Phase 1: 4 AM - 1 PM; Phase 2: self-scheduled 7 AM - 3 AM
• Production hours: shifts daily 7 AM - 3 AM; self-schedule minimum 25 hours/week with at least 12 weekend hours
• Work fully remote supporting music streaming customers
• Projects include customer support, content moderation, trust & safety, community management, social media services