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Customer Support

• Handle complex, high-stakes support tickets and escalations that require judgment and nuance.
• Handle user reports and safety issues with care and consistency.
• Tag and analyze support tickets to surface patterns and inform product decisions.
• Investigate and resolve chargeback disputes and disintermediation cases.
• Identify and action problematic users in line with our Code of Conduct and Terms of Service.
• Document bugs clearly for the design and engineering teams.
• Contribute to community moderation support across Discord, social media, and FB/Instagram alongside your teammates.
• Review and approve Game Master applications and campaign templates for our primary site.
• Help create and iterate on SOPs, FAQs, and playbooks for common ticket types.
• Proactively identify opportunities to simplify and automate CX workflows and bring them to the CX lead and team.

Customer Support Specialist