Customer Support Specialist

Nexus Mods is home to one of the largest gaming communities in the world, with over 11 million active users and 45 million total users. We're looking for a Customer Support Specialist to join our Community & Support team and help deliver an outstanding support experience to our modding community.

Nexus Mods is based in Exeter, UK but this is a fully remote role, open to applicants worldwide. The core work week is Sunday to Wednesday, with the first 4–8 weeks (onboarding period) requiring availability Monday to Thursday to align with existing team schedules.

What You’ll Do

• Serve as the first point of contact for users via email (potentially forums and Discord)
• Troubleshoot user issues with accounts, payments, and mod content
• Respond to moderation reports and assist in enforcing site terms of use
• Handle a range of issues: content moderation, copyright, payment disputes, and technical support
• Collaborate with moderation and community teams to resolve complex issues
• Identify root causes of recurring user issues and proactively report them internally
• Track and improve support KPIs like First Time Resolution and Customer Satisfaction Score
• Stay informed about trends in gaming, modding, and community behaviour to provide informed support