Customer Support Specialist - Gaming Industry at Scale%20army%20careers

Scale%20army%20careers

Argentina·2h ago

Mid LevelFull-timeAI

Salary Range

$51,000 - $69,000 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

The Customer Support Specialist will be the first point of contact for a community-driven gaming platform, ensuring safety and resolving complex issues for players and Game Masters. This fully remote role requires working during U.S. business hours and focuses on writing-based support rather than phone interactions.

Key Responsibilities

→Manage inbound customer experience tickets and community moderation across platforms
→Handle user reports, safety concerns, and complex support issues with empathy
→Tag and analyze tickets to identify recurring issues and improvement opportunities
→Update user notes, remove problematic accounts, and enforce platform policies
→Review and approve or reject GM applications and game templates
→Document user-reported bugs for the engineering team
→Investigate and manage chargeback disputes
→Send personalized responses to each ticket

Requirements

✓3+ years of experience in customer support, preferably in a marketplace environment
✓Proficiency with Intercom or similar CX tools
✓Experience with troubleshooting, multitasking, and detailed operational work
✓Familiarity with emerging CX tools and industry trends
✓Chargeback or dispute-handling experience
✓Excellent written, verbal, and interpersonal communication skills
✓Strong judgment and impartiality in resolving disputes
✓High attention to detail and organizational habits
✓Analytical mindset for understanding trends and improving processes
✓Ability to collaborate effectively across teams