Black Tree Gaming Ltd
Customer Support Specialist
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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.
- 77M+ registered members
- 900K+ mods for 5,000+ games
- 25B+ 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're looking for an experienced Customer Support Specialist to join our Trust and Safety team, delivering world-class support to our users, mod authors, and wider community.
This isn't a generic support role. You should already understand Nexus Mods and care about modding ideally as an active member of the community, or with equivalent hands-on modding experience.
Responsibilities:
- You'll be the first point of contact for users through our support email and other contact points.
- Responding to 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.
- Looking into support cases involving user files, flagged content, suspicious uploads, and content safety concerns by reviewing available information, 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.
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Requirements:
- Hands-on experience with Nexus Mods, PC game modding, or modding communities. We are specifically looking for someone who understands what Nexus Mods does, why modding matters, and how our users and mod authors interact with the platform.
- A genuine interest in modding, PC gaming, and user-generated content.
- Good working knowledge of at least one customer support platform, such as Zendesk or Help Scout.
- Comfortable picking up and navigating web-based tools. We use a custom admin system, Google Sheets, Slack, Discord, web forums, and other third-party web tools.
- A methodical, curious approach, comfortable following a process to get to the bottom of an issue, rather than jumping to conclusions.
- Solution-focused and tenacious problem solver. Customers do not always self-diagnose their issues correctly, and you'll need to dig deeper at times to find the right solution.
- Proactive and confident working independently as well as collaboratively across teams.
- Strong and clear communication skills, able to write with clarity and good form. Many of our users are non-native English speakers, and the ability to adapt your approach according to the user will be key.
- Good judgement when dealing with sensitive issues, including user files, account access, moderation decisions, and potentially harmful content.
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Bonus skills:
- Basic awareness of cybersecurity and file safety concepts, including malware risk, suspicious uploads, phishing, account compromise, false positives, and safe handling of user-submitted files.
- Experience investigating technical issues methodically, gathering evidence, and distinguishing between user error, platform issues, policy issues, and potentially malicious behaviour.
- An understanding of how modding works, such that you can properly investigate and resolve mod authors' needs.
- Previous experience making and releasing mods.
- The ability to pick up and understand how modding works in new games, including Unity and Unreal games that do not have modding tools.
Benefits:
- We work a 4-day week of 32 hours, with no reduction in pay.
- An allowance of £25 each month to spend on video games.
- Employee Assistance Programme.
- Private BUPA healthcare for you and your family.
- A very flexible training budget.
- Regular social events throughout the year. Participation is optional!
Diversity and Inclusion:
We celebrate diversity and want you to bring your whole self to work. Supporting an incredible community of tens of millions of users, we thrive on engaging as many views as possible to improve our platform. We see no reason why our culture should be any different.
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