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 flexibility, and opportunities for personal growth.
- Other info: Work in a dynamic environment with a focus on innovation and community engagement.
- Why this job: Be part of a passionate team that shapes the future of gaming and modding.
- Qualifications: Experience in customer support and a love for gaming and 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: Nexus Mods
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 gaming industry, where your contributions will help shape the future of community-powered modding.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist
✨Tip Number 1
Get to know Nexus Mods inside out! Familiarise yourself with the platform, its community, and the common issues users face. This will not only help you in interviews but also show your genuine interest in the role.
✨Tip Number 2
Network like a pro! Join gaming forums, Discord servers, and social media groups related to modding. Engaging with the community can lead to valuable connections and insights that might just give you the edge in your application.
✨Tip Number 3
Prepare for technical questions! Brush up on your knowledge of online safety, file security, and troubleshooting techniques. Being able to demonstrate your problem-solving skills will impress the hiring team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Nexus Mods family!
We think you need these skills to ace Customer Support Specialist
Some tips for your application 🫡
Know Your Stuff:Before you start writing your application, make sure you really understand what Nexus Mods is all about. Familiarise yourself with the modding community and the specific challenges users face. This will help you tailor your application to show that you're not just another candidate, but someone who genuinely cares about modding.
Be Clear and Concise:When you're putting together your written application, keep it straightforward. Use clear language and avoid jargon unless it's relevant. We want to see your personality shine through, so don’t be afraid to let your passion for gaming and modding come across in your writing!
Show Off Your Experience:Make sure to highlight any relevant experience you have, especially if you've been involved in the Nexus Mods community or similar platforms. Share specific examples of how you've tackled customer support issues or technical challenges in the past. This will help us see how you can contribute to our team.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you’re proactive and know how to navigate our platform, which is a great skill for a Customer Support Specialist!
How to prepare for a job interview at Nexus Mods
✨Know Your Mods
Before the interview, dive deep into Nexus Mods and familiarise yourself with the platform. Understand the common issues mod users face and be ready to discuss your own experiences with modding. This will show your passion and knowledge about the community.
✨Brush Up on Technical Skills
Since the role has a strong technical focus, make sure you have a basic understanding of online safety, file security, and malware risks. Be prepared to discuss how you would approach investigating technical issues methodically, as this will demonstrate your problem-solving skills.
✨Communicate Clearly
As communication is key in this role, practice articulating your thoughts clearly and concisely. You might be asked to explain complex issues or solutions, so being able to communicate effectively will set you apart from other candidates.
✨Stay Updated on Gaming Trends
Keep yourself informed about the latest trends in gaming and modding communities. Being able to discuss current events or changes in the industry during your interview will show that you’re engaged and passionate about the field, which is exactly what Nexus Mods is looking for.
