StartPlaying

Customer Support Specialist

StartPlaying

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $68,000 - $73,000 per year

About the role

  • 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

  • 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
  • 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
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