Customer Support Specialist

StartPlaying

Customer Support Specialist addressing complex player support issues on gaming platform. Contribute to documentation and community moderation while engaging with parents.

Posted 4/11/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $68,000 - $73,000 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

3+ years of customer support experience, ideally in a marketplace or consumer platform environment.
Excellent written and verbal communication skills: clear, empathetic, and precise.
Strong judgment: You can stay impartial and make good calls on ambiguous situations.
Experience owning/maintaining documentation, policies, or playbooks independently.
Comfort with data: you can spot trends, surface them clearly, and use them to inform decisions.
Familiarity with tabletop RPGs and the TTRPG community.
Experience with parent-facing or children's platforms, whether in CX, trust & safety, or content moderation.
Early-stage startup experience.
DEI training or certification.

Benefits

Comp & perks

100% coverage on medical and 70% coverage for your dependents
50% coverage on dental and vision for you and your dependents
401(k) through HumanInterest
$500 Childcare Monthly Reimbursement, if applicable
Unlimited vacation, with a required minimum of 2 weeks
Most federal holidays + Thanksgiving + Winter Break
Flexible parental leave (100% coverage for up to 12 weeks and staggered RTO)
One nerd convention of your choice, on us
$1,000 WFH stipend to build your space
Company-issued laptop
All-expenses-paid annual company offsite

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportdocumentationdata analysisticket managementdispute resolutioncommunity moderationSOP creationtrend identificationcontent moderation

Soft Skills

communicationjudgmentempathyimpartialityproblem-solvingcollaborationattention to detail

Certifications

DEI training