Customer Support Specialist

About Nexus Mods

Established in 2001, Nexus Mods is the largest video game modding platform on the internet—a household name in the PC gaming ecosystem.

• 65M+ registered members
• 750K+ mods for 3,500+ games
• 18B+ 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 work within our Moderation and Support team, supporting our mission to deliver world-class customer experience. As well as dealing with our customers, this role also requires you to be proactive in raising relevant customer-facing issues internally. By gathering supportive evidence and using your initiative to dig further into problems to determine their root cause, you will feed this back to the community and development teams to improve our quality of support.

Ideally, you’ll have your finger on the pulse of the Nexus Mods modding community, the general gaming modding community, and the wider gaming industry to understand the context of any issues you deal with.

The shift schedule will be: Wednesdays to Saturdays.

The salary for this position is: £25,000 to £28,000 (depending on experience).

Responsibilities:

• 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 though web forums, and Discord servers.
• Owning, managing, and resolving customer support cases efficiently, through our dedicated support system, ensuing 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, Time to Service 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 newly emergent 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.

Requirements

• Good working knowledge of at least one customer support platform, i.e. ZenDesk and Helpscout.
• Technically fluent and comfortable navigating web-based tools. We use a custom admin system, as well as Google Sheets, Slack, Discord, web forums and other third-party web tools.
• Solution-focused and tenacious problem solver. Customers do not always self-diagnose their issues correctly, and you’ll need to dig a bit deeper at times to find the right solution.
• Proactive and confident working independently as well as collaboratively across the teams.
• Strong and clear communication skills, able to write with clarity and good form. Many of our users are non-English natives, and the ability to adapt your approach according to the user will be key.

Bonus:

• Experience with Nexus Mods and its modding ecosystem.
• An understanding of how modding works such that you can properly investigate and resolve mod authors requirements.
• 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.
• A gamer’s mindset and a sense of humour.

Benefits

• This position can be remote within the UK or based in our offices in Exeter, UK.
• We are unable to sponsor international visas.
• We work a 4-day week of 32 hours, with no reduction in pay.
• An allowance of 25 Euros each month to spend on video games (anything required for work is bought by the business!).
• 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.