Customer Support Specialist

Are you passionate about providing exceptional customer service and technical support?

Nexus Mods is looking to bolster our ranks by recruiting an experienced Customer Support Specialist to work within our Community & Support team, supporting our mission to deliver world-class customer experience. If you have CS experience, love gaming and have a drive to deliver success, we want to hear from you.

Reporting to our Community & Support lead, this position is based in our sunny offices in Exeter in the UK and you will need a right to work in the UK before you apply. As a business, we work a 4-day work week, with all staff on-site in our Exeter office. This hybrid role will require Wednesday and Thursday working in the office, Friday and Saturday working from home and three days off.

The Role

As a Customer Support Specialist, it is your responsibility to execute the day-to-day Nexus Mods support function.

Responsibilities

Embodying the spirit and ethos of Nexus Mods, you will act as the first point of contact for users through our support email and other contact points.

• Responding to technical inquiries and troubleshooting customer account and service-related issues for our 11M active users. Customer communication is mainly through email, but may involve some contact through our web forums and Discord servers.
• Owning, managing, and resolving Customer Support cases efficiently through our dedicated support system, ensuring optimum customer satisfaction.
• Working with the community management team and 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 copyright 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 our customers feeling valued and well-served.

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 will 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 issue you deal with.

Requirements

Requirement of weekend coverage

Your work days will be Wednesday to Saturday. We currently have a business need to cover our community over the weekend which is typically our most busy period.

We are looking for the following skills and experience:

• Good working knowledge of at least one Customer Support platform.
• Good general technical fluency. We use a custom admin system, 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 will need to dig a bit deeper at times to find the right solution.
• Patience. Our customers are often very passionate, determined and persistent. You will need some inner zen at times.
• Self-starter who can work independently once up to speed. Asking questions is fine, but we expect you to figure things out quickly.
• Strong and clear communication skills, able to write with clarity and good form. Many of our users are non-English native and the ability to adapt your approach according to the user will be key.
• An attitude of continuous improvement. We always seek to positively develop the quality of our support, and part of this will be on you.

Bonus Skills (Nice to have)

• A good understanding of how Nexus Mods works and the rules of Nexus Mods.
• An understanding of how modding works such that you can properly investigate and resolve mod author 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 sense of humour.
• A love of computer games.

Benefits

Salary

Between £23,000 to £26,000 depending on your experience level.

Benefits

• As a business we recently moved to a 4-day work week, working 32 hours each week with no reduction in salary. This role would have the requirement of working Wednesday - Saturday.  Working 8 hours a day in the offices for 2 days and the option to work from home on Friday and Saturday. This means you would have Sunday, Monday and Tuesday as your days off each week. We are happy to discuss this process and what it means for you.
• 25 days holiday a year, plus an additional holiday day after you have worked in the company for 1 year, 3 years, and 5 years. The 25 days of holiday is inclusive of 8 days of mandatory bank holidays.
• 3 days off each week.
• An allowance of 25 Euros each month to spend on video games, to play in your own personal time, that can be unrelated to work (any games you need to do your job are bought by the business!).
• Employee Assistance Programme.
• Private BUPA healthcare for option for you and your family.
• We will provide high-spec hardware for you to work on in the office, and to take home.
• For the right candidates, we may be able to assist with relocation expenses and logistics.

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.
• We undertake Diversity, Inclusion and Belonging training to be more aware of diverse views and our own biases to make sure we don’t leave anyone feeling unheard or left behind.

Everyone is welcome.

Black Tree Gaming Ltd. is the owner of (url removed), one of the largest gaming websites online with a user base of over 45 million users and serving over 3 billion page views a year.

Based in the heart of Southernhay, Exeter - we are a computer game-loving collaborative team solving large-scale challenges with the latest technology. The company is privately owned and has been profitable for over 15 years. Our mission is to make modding games as easy as possible. We have supported our community by paying out $7,000,000 to creators since 2018 and donating around $200,000 to charity.

In order to apply, you will need the right to work in the UK - we do not have the ability to sponsor a VISA at this time.