Customer Support Specialist

1 Day ago • All levels • Customer Service • $25,500 PA - $26,500 PA

Job Summary

Job Description

Nexus Mods, a prominent platform for gaming communities with millions of users, is seeking a Customer Support Specialist to join its Community & Support team. This role focuses on delivering exceptional support to the modding community. The specialist will act as the primary contact for users via email, forums, and Discord, troubleshooting issues related to accounts, payments, and mod content. Responsibilities include responding to moderation reports, enforcing site terms of use, and managing a variety of issues such as content moderation, copyright claims, payment disputes, and technical support. The role involves collaborating with moderation and community teams, identifying root causes of recurring problems, and proactively reporting them internally. Additionally, the specialist will track and enhance support key performance indicators like First Time Resolution and Customer Satisfaction Score, and stay updated on gaming, modding, and community behavior trends.

Must have:

Serve as first point of contact for users
Troubleshoot user issues
Respond to moderation reports
Handle content moderation, copyright, payment disputes
Collaborate with moderation and community teams
Identify root causes of recurring user issues
Track and improve support KPIs
Stay informed about gaming and modding trends

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Job Details

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