The Opportunity

We are seeking a Customer Support Specialist to manage Tier 1 and Tier 2 support tickets, allowing our onshore team to focus on strategic initiatives such as user research, product feedback loops, and marketplace growth.

This role is ideal for someone who writes exceptionally well in English, thinks critically before responding, and thrives in collaborative, Slack-based environments. You should be naturally curious, proactive, and eager to deeply understand a niche product.

If you are comfortable saying, “I’m not sure — can you help me understand?” before making assumptions, you will succeed in this role.

Key Responsibilities
* Respond to Tier 1 and Tier 2 support tickets (refund requests, payment issues, no-shows, account updates, etc.)
Respond to Tier 1 and Tier 2 support tickets (refund requests, payment issues, no-shows, account updates, etc.)
* Escalate safety concerns and complex cases to the onshore team when appropriate
Escalate safety concerns and complex cases to the onshore team when appropriate
* Ask clarifying questions when context is incomplete
Ask clarifying questions when context is incomplete
* Apply feedback quickly and continuously improve response quality
Apply feedback quickly and continuously improve response quality
* Collaborate with teammates via Slack and internal documentation
Collaborate with teammates via Slack and internal documentation
* Maintain accurate records within support systems
Maintain accurate records within support systems
* Grow into expanded responsibilities as product knowledge increases
Grow into expanded responsibilities as product knowledge increases

What Success Looks Like
* High-quality written responses with excellent grammar, tone, and clarity
High-quality written responses with excellent grammar, tone, and clarity
* Strong judgment in determining when to escalate versus resolve independently
Strong judgment in determining when to escalate versus resolve independently
* Proactive communication and thoughtful follow-up questions
Proactive communication and thoughtful follow-up questions
* Meaningful reduction in ticket load for the onshore team (target: freeing 50–60% of their time)
Meaningful reduction in ticket load for the onshore team (target: freeing 50–60% of their time)
* Demonstrated improvement in quality and efficiency over time
Demonstrated improvement in quality and efficiency over time

Must-Have Qualifications
* Exceptional written English (grammar, spelling, tone, clarity)
Exceptional written English (grammar, spelling, tone, clarity)
* Strong critical thinking and problem-solving skills
Strong critical thinking and problem-solving skills
* Comfortable asking questions and seeking clarification
Comfortable asking questions and seeking clarification
* Ability to quickly incorporate feedback
Ability to quickly incorporate feedback
* Typing speed of 50+ WPM
Typing speed of 50+ WPM
* Prior experience in customer support, customer experience, or similar role
Prior experience in customer support, customer experience, or similar role

Nice-to-Have Qualifications
* Gamer or familiarity with gaming communities
Gamer or familiarity with gaming communities
* Experience working within a two-sided marketplace
Experience working within a two-sided marketplace
* Background in fast-paced startup environments
Background in fast-paced startup environments
* Comfort with asynchronous communication
Comfort with asynchronous communication