At a Glance
- Tasks: Provide top-notch support to gamers and mod authors, tackling technical issues and ensuring user satisfaction.
- Company: Join Nexus Mods, the leading platform for video game modding with a vibrant community.
- Benefits: Competitive salary, remote work, and opportunities for personal growth in the gaming industry.
- Other info: Flexible shift schedule and a chance to work in a dynamic, tech-focused environment.
- Why this job: Be part of a passionate team that shapes the future of modding and gaming culture.
- Qualifications: Experience in customer support and a strong understanding of modding communities.
The predicted salary is between 30000 - 35000 £ per year.
Salary range: £30,000 to £35,000
Location: Remote, but within the UK. Please note: We are unable to sponsor international visas at this time.
About Nexus Mods
- Established in 2001, Nexus Mods is the largest video game modding platform on the internet and a household name in the PC gaming ecosystem.
- 71M+ registered members
- 800K+ mods for 4,000+ games
- 21B+ mod downloads
We’re currently focused on product modernisation, driving growth and building infrastructure for the next 10 years of community-powered modding.
Our Role:
We are looking for an experienced Customer Support Specialist to join our Trust and Safety team, helping us deliver a world-class support experience to our users, mod authors, and wider community. This is not a generic customer support role. We are looking for someone who already understands Nexus Mods, cares about modding, and is familiar with the kinds of issues that matter to mod users and mod authors. You should be an active or experienced member of the Nexus Mods community, or have equivalent hands-on experience with PC game modding and modding communities.
The role has a strong technical focus. Alongside account, payment, and general support queries, you will help investigate user files, file quarantines, malware reports, suspicious uploads, content safety concerns, and other technical issues that affect the trust and safety of the platform. You do not need to be a cybersecurity expert, but you should have a basic understanding of online safety, file security, malware risk, and how to approach technical investigations carefully and methodically.
You’ll be expected to gather evidence, reproduce issues where possible, use internal tools to investigate problems, and clearly communicate your findings to users, moderators, community managers, and development teams.
Ideally, you’ll have your finger on the pulse of the Nexus Mods community, the wider modding scene, and the broader gaming industry, so that you can understand the context behind the issues you deal with.
Please note: the shift schedule will be Sunday to Wednesday.
Requirements
You’ll be the first point of contact for users through our support email and other contact points. Responding to technical inquiries and troubleshooting customer accounts and services-related issues for our active users. Customer communication is mainly through email, but will involve some contact through web forums, and Discord servers.
Investigating support cases involving user files, file quarantines, malware reports, suspicious uploads, and content safety concerns by reviewing available evidence, following defined processes, and escalating complex or high-risk cases where appropriate. Owning, managing, and resolving customer support cases efficiently, through our dedicated support system, ensuring optimum customer satisfaction.
Working with the Moderation team to resolve issues around user files, payments and accounts. Continually striving for service quality improvement, focusing on first time resolutions, resolution time and Customer Satisfaction Score. Reporting progress back to the team and wider organisation.
Dealing with a variety of processes such as content copywriting queries, payment and account queries, site support and emerging issues around AI-generated voice and image content. Identifying opportunities to go beyond the norm to leave customers feeling valued and well-served and staying informed about trends in gaming, modding, and community behaviour to provide informed support.
Customer Support Specialist employer: Black Tree Gaming
Nexus Mods is an exceptional employer for those passionate about gaming and modding, offering a unique opportunity to work remotely within the UK while being part of a vibrant community. With a strong focus on employee growth, you will engage in meaningful work that directly impacts the user experience, all within a supportive culture that values innovation and collaboration. Join us to be at the forefront of the modding scene, where your expertise will be recognised and rewarded in a dynamic and evolving environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Black Tree Gaming. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Black Tree Gaming before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Black Tree Gaming:Your cover letter is your chance to shine! Tell us why you want to work at Black Tree Gaming specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Black Tree Gaming!
How to prepare for a job interview at Black Tree Gaming
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
