Customer Support Specialist - Remote

Overview

Nexus Mods is home to one of the largest gaming communities in the world, with over 11 million active users and 45 million total users. We're looking for a Customer Support Specialist to join our Community & Support team and help deliver an outstanding support experience to our modding community.

In Short

• Serve as the first point of contact for users via email (potentially forums and Discord)
• Troubleshoot user issues with accounts, payments, and mod content
• Respond to moderation reports and assist in enforcing site terms of use
• Handle a range of issues: content moderation, copyright, payment disputes, and technical support
• Collaborate with moderation and community teams to resolve complex issues
• Identify root causes of recurring user issues and proactively report them internally
• Track and improve support KPIs like First Time Resolution and Customer Satisfaction Score
• Stay informed about trends in gaming, modding, and community behaviour to provide informed support

Requirements

• Experience in customer support or related field
• Strong problem-solving skills
• Excellent communication skills
• Familiarity with gaming and modding communities
• Ability to work independently and as part of a team
• Flexibility to work during specified hours
• Proficiency in using support tools and software
• Attention to detail and ability to track metrics

Benefits

• Work from anywhere in the world
• Flexible working hours
• Opportunity to be part of a vibrant gaming community
• Professional development opportunities
• Collaborative and supportive team environment