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Customer Support Specialist at Black Tree Gaming Limited. Nexus Mods is home to one of the largest gaming communities in the world, with over 11 million active users and 45 million total users. We're looking for a . Customer Support Specialist. to join our . Community & Support team. and help deliver an outstanding support experience to our modding community.. Nexus Mods is based in Exeter, UK but this is a . fully remote role. , open to applicants worldwide. The core work week is . Sunday to Wednesday. , with the first 4–8 weeks (onboarding period) requiring availability . Monday to Thursday. to align with existing team schedules.. What You’ll Do. . Serve as the first point of contact for users via email (potentially forums and Discord) . . Troubleshoot user issues with accounts, payments, and mod content . . Respond to moderation reports and assist in enforcing site terms of use . . Handle a range of issues: content moderation, copyright, payment disputes, and technical support . . Collaborate with moderation and community teams to resolve complex issues . . Identify root causes of recurring user issues and proactively report them internally . . Track and improve support KPIs like First Time Resolution and Customer Satisfaction Score . . Stay informed about trends in gaming, modding, and community behaviour to provide informed support . . Experience with at least one customer support platform . . Technically fluent and comfortable navigating web-based tools. (We use a custom admin system, Google Sheets, Slack, Discord, and forums) . . Empathetic, patient, and clear in written communication . . Able to investigate issues beyond surface-level symptoms . . Proactive and confident working independently . . Committed to continuous improvement in both tools and tone . . Bonus (Nice-to-Have). . Familiarity with Nexus Mods and its modding ecosystem . . Experience with modding tools (e.g., for Skyrim, Fallout, or Cyberpunk) . . Prior experience creating and releasing mods . . Basic understanding of Unity or Unreal Engine . . Gamer mindset and sense of humour . . Working Schedule. . Permanent workdays: . Sunday to Wednesday. . . Initial 4-8 weeks: . Monday to Thursday. for onboarding . . 4-day workweek (32 hours total) . . Flexible hours but some overlap with UK hours is helpful . . Company Location: United Kingdom.