Customer Support Specialist
Black Tree Gaming Limited
- Exeter
- £23,000-26,000 per year
- Permanent
- Full-time
- 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.
- 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.
- 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.
- 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.
- 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.