Customer Support Specialist - Gaming Industry

📋 Description

• • Join a vibrant, community-driven platform at the forefront of creating safe, engaging, and high-quality experiences for both players and Game Masters in the dynamic world of gaming.
• • As a Customer Support Specialist, you will be the primary point of contact for our community, playing a crucial role in ensuring user safety, resolving intricate issues, and actively contributing to the enhancement of both player and Game Master experiences.
• • This role demands a unique blend of empathy, analytical thinking, and cross-functional collaboration to consistently deliver exceptional support across our ecosystem.
• • This is a writing-first, ticket-based position, emphasizing detailed communication and problem-solving over real-time voice interactions.
• • You will manage a high volume of inbound customer experience (CX) tickets and actively participate in community moderation across various platforms, ensuring a positive and secure environment for all users.
• • Your responsibilities will include meticulously handling user reports, addressing critical safety concerns, and resolving complex support issues with a high degree of empathy, consistency, and professionalism.
• • A key aspect of this role involves tagging and analyzing incoming tickets to identify recurring patterns, pinpoint areas for improvement, and provide actionable insights to relevant teams.
• • You will be responsible for maintaining accurate user records, including updating user notes and taking appropriate action on problematic accounts, strictly enforcing our Code of Conduct and Terms of Service.
• • This position requires you to review and make informed decisions on GM applications and new game or adventure templates, ensuring they align with our established internal criteria and quality standards.
• • You will play a vital role in the product development lifecycle by thoroughly documenting user-reported bugs and providing clear, concise information to the engineering team for resolution.
• • Investigate and manage sensitive cases such as chargeback disputes and disintermediation, requiring a keen eye for detail and a methodical approach to resolution.
• • Craft personalized, thoughtful responses to each ticket, ensuring that our community receives genuine and human-centric support, moving beyond generic or AI-generated replies.
• • Collaborate closely with the broader CX team to maintain a unified and consistently high-quality support experience across all touchpoints.
• • Track, analyze, and report on key performance metrics, contributing to the team's understanding of support effectiveness and user satisfaction.
• • Proactively identify opportunities for process improvements and explore avenues for automation to enhance efficiency and scalability within the support operations.
• • Share valuable insights derived from survey analysis and direct customer feedback with the product team, influencing future product development and strategy.
• • Take full ownership of your contributions and actively drive initiatives aimed at enhancing overall user satisfaction and platform engagement.
• • Contribute to the creation and maintenance of clear, accessible, and user-friendly support documentation, empowering users to find solutions independently.
• • Regularly update CX playbooks and internal policies to ensure consistency, accuracy, and adherence across the entire support team.
• • Work hand-in-hand with the engineering department to define requirements for internal tools and systems, ensuring they meet the evolving needs of our CX operations.
• • Provide essential feedback on how new features, tools, and automation initiatives impact CX performance and user satisfaction, enabling data-driven decision-making.
• • Immerse yourself in our unique team culture by participating in team activities, engaging in games, and actively fostering a fun, collaborative, and community-driven atmosphere.
• • This is a fully remote opportunity, offering flexibility and the chance to contribute to a creative, user-focused team dedicated to building exceptional community-driven experiences.
• • You will have the unique opportunity to shape our support operations, influence product enhancements based on real user feedback, and contribute to a culture that deeply values continuous learning, effective collaboration, and making a meaningful impact.
• • The role requires availability during U.S. business hours, specifically aligned with the EST time zone (9 AM - 5 PM EST), to effectively support our U.S.-based client base.
• • This position is ideal for individuals who thrive in a fast-paced, evolving environment and are passionate about delivering outstanding customer experiences within the gaming industry.