Customer Experience Specialist

Our client is a community-driven platform dedicated to delivering safe, engaging, and high-quality experiences for both players and Game Masters. They operate in a dynamic environment where user interactions, creativity, and collaboration are central, and they prioritize continuous improvement, clear communication, and thoughtful support. Their team values empathy, consistency, and strong operational judgment to ensure an exceptional experience across their ecosystem.

LOCATION

Fully Remote | 9 AM - 5 PM EST

ROLE OVERVIEW

The Customer Experience Specialist will be the first point of contact for the community, ensuring safety, resolving complex issues, and helping improve both the player and GM experience. The role combines empathy, analysis, and cross-team collaboration to deliver consistent, high-quality support.

KEY RESPONSIBILITIES

Customer Support & Community Moderation

- Manage inbound CX tickets and community moderation across platforms.

- Handle user reports, safety concerns, and complex support issues with empathy and consistency.

- Tag and analyze tickets to identify recurring issues and opportunities for improvement.

- Update user notes, remove problematic accounts, and enforce the Code of Conduct and Terms of Service.

- Review and approve or reject GM applications and new game or adventure templates based on internal criteria.

- Document user-reported bugs for the engineering team.

- Investigate and manage chargeback disputes and disintermediation cases.

Collaboration & Continuous Improvement

- Partner with the CX team to ensure a consistent and high-quality support experience.

- Track and analyze key performance metrics.

- Identify and implement process improvements and automation opportunities.

- Share insights with the product team based on survey analysis and customer feedback.

- Take ownership of your impact and drive improvements to enhance user satisfaction.

Policies & Documentation

- Create and maintain clear, user-friendly support documentation.

- Update CX playbooks and internal policies to ensure consistency across the team.

CX Operations & Administration

- Collaborate with engineering to define requirements for internal tools and systems.

- Report on how new features, tools, and automations impact CX performance and satisfaction.

Team Culture

- Participate in team activities, play games, and help foster a fun, community-driven culture.

QUALIFICATIONS

Experience

- 3+ years of experience in customer support, ideally in a marketplace environment.

- Proficiency with Intercom or similar CX tools.

- Experience troubleshooting, multitasking, and handling detailed operational work.

- Familiarity with emerging CX tools and industry trends.

- Chargeback or dispute-handling experience (implied through responsibilities).

Skills

- Excellent written, verbal, and interpersonal communication skills.

- Strong judgment and impartiality in resolving disputes.

- High attention to detail and strong organizational habits.

- Analytical mindset for understanding trends and improving processes.

- Growth mindset and enthusiasm for creating delightful user experiences.

- Ability to collaborate effectively across teams.

WHAT SUCCESS LOOKS LIKE

- Consistent, high-quality support interactions across community channels.

- Clear documentation, clean data, and well-maintained internal processes.

- Improved efficiency through thoughtful automation and process refinement.

- Strong alignment with product, engineering, and CX teams through insights and feedback.

OPPORTUNITY

This is an opportunity to join a creative, user-focused, fully remote team dedicated to building thoughtful, community-driven experiences. You’ll help shape support operations, influence product enhancements, and contribute to a culture that values learning, collaboration, and meaningful impact.

APPLICATION PROCESS:

TO BE CONSIDERED FOR THIS ROLE THESE STEPS NEED TO BE FOLLOWED:

- Fill in the application form

- Record a video showcasing your skill sets