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Role Description

The Support Specialist is the first point of contact for our customers, delivering front-line support via live chat and email. This role primarily covers evenings, overnights, weekends, and holidays — critical to success for our community. You'll own customer issues end-to-end across account management, payments, marketplace withdrawals, shipping, and gameplay, while consistently hitting response time and quality targets.

Key Responsibilities

• Respond to live chats and emails within SLA windows and own cases through to resolution, following up proactively rather than waiting on customers to chase.
• Troubleshoot account access issues, order and shipping status, and redemption and withdrawal flows with accuracy and efficiency.
• Identify and escalate fraud, safety, and VIP situations using established playbooks, with sound judgment on when to escalate vs. resolve independently.
• Recognize and document potential chargeback and payment dispute cases before they escalate to the processor.
• Contribute to team knowledge by suggesting macros and help center articles, and surfacing recurring bugs, product gaps, and operational trends.
• Maintain clean, accurate ticket tagging and case notes that support analytics, reporting, and seamless shift handoffs.
• Deliver thorough shift handoff notes so incoming agents can pick up cases without losing context.
• Manage a consistent case volume without sacrificing quality.

Qualifications

• 1–3 years in high-volume customer support, preferably in chat and email environments.
• Demonstrated ability to meet SLA targets (first response and time-to-close) and maintain 80%+ CSAT consistently.
• Strong written English (C1+) with the ability to adapt tone across customer types and situations, including de-escalation, conflict resolution, and sensitive conversations.
• Comfortable managing multi-tab workflows with fast, accurate typing (50+ wpm).
• Hands-on experience with at least one modern support platform (Intercom, Zendesk, or Gorgias) and working familiarity with Notion, Slack, and basic spreadsheets.
• Disciplined approach to data hygiene — consistent tagging, thorough case summaries, and strict SOP adherence.
• Comfortable operating with a high degree of autonomy during low-supervision shifts (overnights, weekends, holidays) and confident making independent judgment calls within established guidelines.
• Reliable and accountable with schedule commitments, particularly for non-traditional hours where coverage gaps have direct customer impact.
• Patient and consistent in high-volume, repetitive work environments without a drop in quality or care.
• Strong attention to detail, particularly in fraud spotting and payment troubleshooting, where small errors carry real consequences.

Requirements

• Background in gaming, collectibles, e-commerce, or marketplace platforms.
• Experience supporting VIP or high-touch customer segments.
• Working knowledge of payments, order fulfillment processes, and common fraud indicators, including chargeback and dispute recognition.
• Familiarity with crypto and Web3 concepts — wallets, network fees, and eligibility logic.
• Exposure to multi-regional compliance considerations across different customer bases.

Benefits

• 15 days of accrued PTO.
• 7 days of sick-leave.
• 10 paid company holidays.
• Generous vision, dental, and health benefits, with 97% contribution to premiums for most medical plans.
• 401k Matching.