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.

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.

Customer Support Specialist

Key skills