at Dobro.p

Dobro.p is looking for a Head of Moderation, Verification, and User Support Department.

Key Tasks:

Team Management:

• Manage 3 moderators: 2 working in the Moscow office (day shift, 10:00–19:00), 1 – remotely in Vladivostok (night shift Moscow time, 00:00–09:00).
• Ensure a continuous 24/7 verification cycle without backlog.
• Distribute applications, control KPIs (90% of applications within 24 hours), handle complex and disputed cases.

Process Setup:

• Participate in the development and updating of verification (admission) regulations for donation campaign organizers on the platform (checking founding documents, organization's reputation from open sources and specialized systems).
• Participate in the development and updating of verification and moderation regulations for charity campaigns before they are launched on the platform (checking the validity of the campaign amount and duration, checking compliance of the campaign goal with the organization's statutory activities, checking compliance with platform campaign publication rules).
• Set up post-moderation (acceptance of reporting: reconciliation of checks, acts, contracts, presence of stamps and signatures).
• Process non-standard cases not covered by current regulations in "manual mode", handle complex and disputed cases.
• Develop internal checklists, regulations, and instructions for the team.
• Within the first 6 months, collect statistics on errors by NGOs and foundations, refine processes to reduce returns by 50%.

Strategic Task:

• Formulate a transparent system for the verification (admission) of donation campaign organizers on the digital platform.
• Formulate a transparent system for the verification and moderation of charity campaigns on the digital platform of transparent charity Dobro.rf.
• Formulate a support system for various user categories on the digital platform of transparent charity Dobro.rf (campaign organizers, individual donors, corporate donors).

Candidate Expectations:

• Experience managing a team (3+ people) in document management, moderation, verification, compliance, or legal support.
• Understanding of the structure of founding documents of NGOs and foundations: charter, protocol of appointment of the head, powers of attorney – this is a mandatory skill.
• Experience with compliance, legal documentation.
• Ability to build processes "from scratch": write checklists, regulations, instructions.
• Skill in making decisions in non-standard situations and justifying refusals.
• Fluent oral and written communication, willingness to personally call foundations and resolve conflict situations.
• Higher education (economics/law – an advantage).
• Experience with digital ruble or payment systems – a plus.

Company Offers:

• Annual bonus based on the achievement of the Association's strategic goals.
• Extended VHI package with dentistry, psychological support, and additional health support programs.
• Opportunities for professional growth and development: corporate training, participation in industry conferences, forums, and expert events at the federal level.
• "Personnel Reserve" program for employees with management potential. They help grow within the organization and provide opportunities to prepare for new professional challenges and leadership roles.
• Opportunity to influence the development of the organization. They support employee initiatives, help bring strong ideas to life, and recognize the contributions of those who help make Dobro.rf better.
• Unique professional experience and networking. Working at Dobro.rf allows building a wide range of professional contacts, participating in federal-scale events, and developing expertise at the intersection of government, business, and the non-profit sector.
• Rich corporate life: apartment gatherings, quests, movie nights, team outings, and family celebrations. As well as the opportunity to participate in donor campaigns, charity events, and humanitarian missions.
• Work in a modern office in Moscow City (Federation Tower), where comfortable conditions are created for productive work, meetings with colleagues, and collaborative realization of new ideas.