Job Description

Core Support & Moderation

• Respond to a high volume of user inquiries via email and live chat.
• Perform ad moderation duties to ensure platform safety and compliance.
• Assist with paid client vetting, onboarding, and ad hoc requests.
• Troubleshoot technical issues encountered by users.
• Handle community risk escalations, including predators, suicide risk, and threats.
• Ensure all communications reflect the brand voice and business standards.
• Participate in team meetings and contribute constructive feedback.
• Review QA and feedback provided and apply it to future interactions.

Self-Management & Initiative

• Manage own workload independently, prioritising tasks in line with operational requirements.
• Proactively identify and escalate recurring user issues, platform trends, or operational inefficiencies to the Line Manager.
• Exercise sound judgment on routine escalations, resolving independently within established guidelines and escalating only when necessary.
• Maintain accurate activity records and communicate progress, challenges, and risks to the Line Manager without being prompted.
• Identify opportunities for process improvement and propose practical, value-added solutions.
• Support the onboarding and training of new team members, sharing knowledge and procedures.

Job Requirements

• 2-3 years' experience in a customer support or community management environment (required).
• Exposure to tools such as Zendesk, Zoho Desk, Zoho SalesIQ, or experience in ad moderation is advantageous.
• Demonstrated ability to take initiative in previous roles, including proactively identifying and resolving issues or implementing process improvements.
• Experience working within a small team or lean environment, with a strong emphasis on self-management and independent decision-making.
• Proven ability to communicate effectively with management, providing proactive updates on progress, risks, and potential blockers.

SKILLS AND CAPABILITIES

• Customer service delivery via helpdesk/ticketing tools - responds to and resolves service requests, promptly triages unresolved cases, and maintains accurate records.
• Written and verbal communication for a user-facing support role - composes clear, professional messages consistent with brand voice across email and live chat.
• User needs assessment and consistent client engagement across live chat and email channels.
• Independent workload management without close supervision - plans and prioritises own tasks and judges when to escalate versus resolve independently.
• Proactive issue identification - spots patterns in user issues or platform trends and raises them before they escalate.
• Sound judgment on routine decisions within defined guidelines, with clear awareness of the limits of own authority.
• Process documentation and peer knowledge-sharing, including support for onboarding new team members.

 DIGITAL AND AI FLUENCY

At Ignition Group, digital and AI fluency is not a nice-to-have - it is a core performance requirement for every role, at every level. As AI and automation reshape how work gets done, the ability to work confidently and responsibly alongside these tools is as fundamental as any technical or professional skill.

What this means in practice:

• Digital fluency - navigating and using digital platforms, tools, and systems relevant to your role with confidence and competence
• AI tool adoption - actively using approved AI productivity tools (e.g., Microsoft Copilot) to improve the quality, accuracy, and efficiency of your work
• Data literacy - reading, interpreting, and applying data and AI-generated outputs to make better decisions, not replacing your judgement but sharpening it
• Automation awareness - recognising tasks and processes that can be improved through automation, and contributing to those improvements
• Learning agility - staying curious, upskilling continuously, and adapting as tools and practices evolve
• Responsible and ethical AI use - understanding data privacy obligations, the limits of AI-generated content, and applying sound human judgement at all times

How this is assessed:

Digital and AI Fluency is an important competency for all roles in Ignition Group and will be assessed as part of the hiring process. The expected proficiency level for each role is aligned to the requirements of the role.