Job Overview
Location
7 Locations
Job Type
Full-time
Category
Software Engineering
Date Posted
June 18, 2026
Full Job Description
đź“‹ Description
- • Provide chat and ticket-based customer support to gamers on behalf of a leading gaming brand, ensuring timely and empathetic resolutions to player inquiries.
- • Work within a self-scheduled 20-hour weekly commitment, with 7 of those hours required to be completed on weekends (Saturday and/or Sunday) between 10:30 AM and 2:00 PM Pacific Time.
- • Respond to customer issues via web-based ticketing and live chat systems with accuracy, speed, and a customer-first attitude.
- • Maintain high standards of communication by using clear, professional, and grammatically correct English in all written interactions.
- • Demonstrate fast problem-solving skills by quickly identifying root causes of player issues and applying appropriate solutions or escalation paths.
- • Adapt rapidly to changing client protocols, support workflows, and platform updates while maintaining consistent service quality.
- • Utilize web-based research tools to verify game mechanics, policy updates, and troubleshooting steps to inform accurate responses.
- • Follow company escalation policies precisely when handling complex or sensitive player concerns that require supervisor intervention.
- • Operate from a dedicated workspace equipped with dual monitors, a high-quality noise-canceling headset, and a reliable high-speed internet connection.
- • Ensure all technical requirements are met: Windows 11 or later OS, 16 GB RAM, and either a 13th Gen Intel Core, Intel Core Ultra, Ryzen 7000, or Ryzen 8000 Series processor or newer.
- • Install and maintain ModSquad’s proprietary security software and enable two-factor authentication (2FA) on both computer and mobile devices.
- • Collaborate with a global team of support professionals in a remote environment, contributing positively to team culture and knowledge sharing.
- • Remain available during extended Pacific Time hours (4:00 AM – 7:00 PM PT, Monday–Sunday) to meet fluctuating client demand.
- • Deliver consistent, high-volume support across multiple platforms while maintaining attention to detail and compliance with brand guidelines.
- • Uphold confidentiality and professionalism when handling player data, account issues, and sensitive community matters.
- • Demonstrate reliability and dependability by consistently meeting scheduled shifts and maintaining high attendance and performance standards.
- • Bring a passionate, gamer-centric perspective to customer interactions, understanding in-game experiences and community dynamics.
🎯 Requirements
- • Experience with high volume customer service
- • Experience and fluency in English writing
- • Advanced typing skills - minimum 40 wpm
- • Experience with web-based research
- • Experience working with company escalation policy
- • Dedicated desktop or laptop running Windows 11 or later with 16 GB RAM and specified processor (Intel 13th Gen/Core Ultra or AMD Ryzen 7000/8000 Series or newer)
🏖️ Benefits
- • Flexible self-scheduling within set weekly and weekend hour requirements
- • Remote work environment with no commute
- • Opportunity to work with globally recognized gaming brands
- • Exposure to dynamic, fast-paced customer support operations in the gaming industry
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Metaverse Mod Squad, Inc.
Metaverse Mod Squad, Inc. provides outsourced customer support, content moderation, social media management, and community engagement services to brands, game publishers, media companies, and e-commerce platforms worldwide. Founded in 2007, the company operates a distributed workforce of moderators and support agents who work 24/7 across multiple languages and digital channels to safeguard online communities, enforce policy compliance, and enhance user experience. Clients include Fortune 500 enterprises, AAA game studios, streaming services, and consumer brands seeking scalable, on-demand moderation and customer care solutions.
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