We’re looking for an experienced and dependable Support Representative who will serve as the foundation of our new offshore support team.

As our first offshore hire, you’ll independently manage customer inquiries, troubleshoot issues, and ensure every user feels heard and supported. Since you’ll be operating without a domestic team at the start, we’re seeking someone confident, mature, and experienced in customer support environments.

As the team grows, you’ll help shape its culture, mentor future team members, and take on increasing responsibility.

This role requires comfort with a shift-based schedule, including nights, weekends, and holidays, as part of a 24/7 coverage team.

Responsibilities

• Provide timely and empathetic customer support via email, chat, and social media platforms
• Troubleshoot technical, account-related, compliance (KYC), financial, and gameplay issues
• Escalate complex cases to the appropriate teams and ensure proper follow-up
• Document recurring issues, player feedback, and bug reports to improve product quality
• Stay up to date with game updates, live events, and community trends
• Create and maintain knowledge base articles, FAQs, and player guides
• Assist with content creation such as tutorials and support documentation
• Support moderation efforts and help maintain a positive community environment
• Contribute to building processes and best practices as the founding offshore team member
• Mentor and guide future support team members as the team grows

Requirements

• Proven experience in customer support, community management, or a similar role
• Background in the gaming industry (required)
• Experience handling compliance processes (e.g., KYC) and financial-related inquiries
• Strong understanding of live service games and in-game economies
• Excellent written and verbal English communication skills
• Strong troubleshooting and technical aptitude
• Familiarity with ticketing systems and customer support platforms
• Experience creating help content such as FAQs, guides, or tutorials
• Knowledge of online moderation and conflict resolution best practices
• Demonstrated stability and long-term commitment in previous roles
• Experience mentoring, training, or supporting junior team members
• Willingness to work shift-based schedules, including nights, weekends, and holidays (24/7 coverage)