A handful of mini-jobbers in a dimly lit basement, watching members' amateur porn all day: That's how many imagine the work behind the scenes at JOYclub. However, I have to disappoint you. More than 150 permanent employees work on the platform every day with passion in Leipzig and Selbitz. That includes me and my colleagues from the support team.
From Andrea ("Lux"), supporter at JOYclub
Being a supporter:
My name is Andrea, I'm 30 years young and have been a supporter at JOYclub for just under a year. An (almost) normal job in the customer service of the biggest erotic community in Europe. My 15 permanent colleagues and I are as individual and versatile as JOYclub itself: from small to large, homo to hetero, young to middle-aged, we've got it all. Some of my colleagues have been with the company for many years. With an average of 150,000 support requests per year, we are available 365 days a year to help you with your request within 24 hours.
Me (bottom right) and some of my colleagues from the JOYclub support team.
Composition of the JOYclub Support
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This is what a working day with us looks like
After a joint meeting in the morning, in which we discuss our daily planning, we fan out into our various areas of responsibility to answer the many inquiries we receive from the community. Popular questions include: How do I change my single profile to a couple's profile? Where can I book a membership? And how do I see the 18+ content?
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A bright open-plan office instead of a dark basement: This is how modern our support office is.
Because we're on the subject of 18+ content::
JOYclub support is staffed by reviewers who spend all day looking at erotic content, signing off on profile texts and elaborately designed homepages (sounds like a dream job, doesn't it?). In an hour, countless pieces of content pass through their eyes and they check whether this user-generated content complies with our community guide.
As a supporter, I handle direct customer requests. It's not quite as explicit as the reviewers' job, but it's no less exciting.
"When I tell people that I'm a supporter at JOYclub, many often think that JOYclub is a real club where I work as a hostess."
The General Support Area:
Most inquiries come from the community and many end up in the "General Support Area." This is mainly where questions about JOYclub functions and features come in.
Such as:
- "I forgot my profile name".
- "Where did my date go?"
- "I accidentally deleted a ClubMail via the small 'x'. Can you please restore it?"
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Tip: How to recover deleted ClubMails
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Speaking of privacy:
We don't read ClubMails or access other private content from members. We are not allowed to do that. Every now and then, however, the question comes up: "He insulted me, can't you see that?" No, we can't see that. Private is private. In this case and in our daily work in general, we depend on the help of the community.
The technical area
In the technical area we receive inquiries about technical difficulties, praise and criticism about new features or other improvements, which we evaluate and if necessary report to our technical teams.
The complaint area
As the name suggests, this is where complaints from the community about violations of the community guide land, such as insults, copyright violations, offers with financial interest, unwanted advertising or spam, political content, taboos or the sending of unwanted content (such as dick pics).
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Tip: How to avoid unwanted ClubMail content
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Especially the complaint area needs a good mixture of routine and tact, because it is not always easy to settle disputes between members.
Nice to know: Whether and which measures we take depends on the type and frequency of the violations.
We do not react to hearsay and mere conjecture, after all, we want things to be fair. That's why we always need proof from you, which we of course evaluate anonymously.
We check the reported facts carefully and, if they are justified, issue a warning to the member if necessary. In the case of particularly serious violations of the community guide, we will temporarily block the profile or exclude the member completely from our community (house ban).
The payment area
The payment area deals with questions about our payment models Plus and Premium. For example: What is a subscription, what is a simple transfer? Can you activate my account in advance (if the bank takes longer)? Why did my subscription expire without cancellation?
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Tip:
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Conclusion: JOYclub = Fun for us as well as for you
You see: Whether fake accounts, rule violations and technical problems - we look at everything and take care. Because we want you to enjoy JOYclub and feel comfortable with us!
What I love about my job: I go home every day with the feeling of having made many JOYclub members happy. And I never get bored, guaranteed!
What we as JOYclub supporters do not do and are not:
"We don't play family court or police."
- We do not mediate between members if it is not a matter of breaking the rules (example. "I sent a member a picture and then they ghosted me").
- We do not investigate cases that happened outside the community.
- We do not respond to hearsay and always need proof (ClubMails, screenshots).
- We do not make profile changes on request (example: "Here is my password, please make ...").
- We do not read ClubMails. We cannot do that technically and it is also forbidden to us as a service provider in the sense of the telecommunication law.
- We are not technicians who help you to handle your devices.
- We are neither bots nor volunteers, but regular service providers who are working for the good of the community and have a normal 32-hour week.
Want some more insights ... ?
Are our programmers allowed to watch porn while working and what does a community manager do all day long? If you want to get even more insights behind the scenes of JOYclub, then give this article a "Like" now!