Customer Support Specialist

Employment Type: Full time, independent contractor
Work Model: Remote
Work Hours: US work hours

The Opportunity

We are seeking a Customer Support Specialist to manage Tier 1 and Tier 2 support tickets, allowing our onshore team to focus on strategic initiatives such as user research, product feedback loops, and marketplace growth.

This role is ideal for someone who writes exceptionally well in English, thinks critically before responding, and thrives in collaborative, Slack-based environments. You should be naturally curious, proactive, and eager to deeply understand a niche product.

If you are comfortable saying, “I’m not sure — can you help me understand?” before making assumptions, you will succeed in this role.

Key Responsibilities

Respond to Tier 1 and Tier 2 support tickets (refund requests, payment issues, no-shows, account updates, etc.)
Escalate safety concerns and complex cases to the onshore team when appropriate
Ask clarifying questions when context is incomplete
Apply feedback quickly and continuously improve response quality
Collaborate with teammates via Slack and internal documentation
Maintain accurate records within support systems
Grow into expanded responsibilities as product knowledge increases

What Success Looks Like

High-quality written responses with excellent grammar, tone, and clarity
Strong judgment in determining when to escalate versus resolve independently
Proactive communication and thoughtful follow-up questions
Meaningful reduction in ticket load for the onshore team (target: freeing 50–60% of their time)
Demonstrated improvement in quality and efficiency over time

Must-Have Qualifications

Exceptional written English (grammar, spelling, tone, clarity)
Strong critical thinking and problem-solving skills
Comfortable asking questions and seeking clarification
Ability to quickly incorporate feedback
Typing speed of 50+ WPM
Prior experience in customer support, customer experience, or similar role

Nice-to-Have Qualifications

Gamer or familiarity with gaming communities
Experience working within a two-sided marketplace
Background in fast-paced startup environments
Comfort with asynchronous communication

Customer Support Representative - 18099