Employer: Black Tree Gaming Limited
Job Title: Customer Support Specialist
Location: Remote (United Kingdom)
Salary: £25,000 – £28,000 per year
Job Type: Full-time
About Nexus Mods
Established in 2001, Nexus Mods is the largest video game modding platform on the internet and a household name in the PC gaming ecosystem.
Key Facts:
65M+ registered members
750K+ mods for 3,500+ games
18B+ mod downloads
The company is currently focused on product modernisation, driving growth, and building infrastructure for the next 10 years of community-powered modding.
Role Overview
Black Tree Gaming Limited is seeking an experienced Customer Support Specialist to join the Moderation and Support team. The position involves delivering a world-class customer experience, addressing customer inquiries, and raising relevant issues internally to improve service quality.
This role requires proactive problem-solving, evidence gathering, and close collaboration with the community and development teams.
Shift Schedule: Wednesday to Saturday
Salary Range: £25,000 – £28,000 (depending on experience)
Key Responsibilities
Act as the first point of contact for users via email and other communication channels.
Respond to technical inquiries and troubleshoot customer account or service-related issues.
Manage and resolve customer support cases efficiently through the dedicated support system.
Work with the Moderation team to resolve user file, payment, and account issues.
Strive for continuous improvement in service quality, focusing on first-time resolutions and customer satisfaction.
Handle various support processes, including content copywriting queries, payment and account queries, and site support.
Stay informed about trends in gaming, modding, and community behaviour to provide well-informed support.
Requirements
Strong working knowledge of at least one customer support platform (e.g. ZenDesk, Helpscout).
Technically fluent and comfortable using web-based tools such as Google Sheets, Slack, Discord, and forums.
Solution-oriented mindset with excellent problem-solving skills.
Confident working independently and collaboratively across teams.
Excellent written and verbal communication skills, with the ability to adapt for non-native English users.
Bonus Skills
Experience with Nexus Mods and its modding ecosystem.
Understanding of modding processes and mod author requirements.
Experience marking and releasing mods.
Ability to learn how modding works in new games (e.g. Unity, Unreal).
A gamer’s mindset and a good sense of humour.
Benefits
Remote work within the UK or based in the Exeter office.
Note: Sponsorship for international visas is not available.
4-day work week (32 hours) with full pay.
Monthly allowance of €25 to spend on video games.
Employee Assistance Programme.
Private BUPA healthcare for employees and families.
Flexible training budget.
Regular optional social events.
Diversity and Inclusion
Black Tree Gaming Limited celebrates diversity and encourages employees to bring their whole selves to work.
Supporting a vibrant community of tens of millions of users, the company values multiple perspectives to continually enhance its platform and culture.
How to Apply:
If you’re interested in this role, visit the official website for more information — click here to apply now.