Customer Support Specialist
Employer: Black Tree Gaming
Location: This is a fully remote role, open to applicants worldwide.
Working hours: 4 day work week, 32 hours per week. The core work week is Sunday to Wednesday, with the first 4–8 weeks (onboarding period) requiring availability Monday to Thursday to align with existing team schedules.
Salary: £25,500–£26,500 depending on experience
-
Nexus Mods is home to one of the largest gaming communities in the world, with over 11 million active users and 45 million total users. We're looking for a Customer Support Specialist to join our Community & Support team and help deliver an outstanding support experience to our modding community.
Nexus Mods is based in Exeter, UK but this is a fully remote role, open to applicants worldwide. The core work week is Sunday to Wednesday, with the first 4–8 weeks (onboarding period) requiring availability Monday to Thursday to align with existing team schedules.
What You’ll Do
Serve as the first point of contact for users via email (potentially forums and Discord)
Troubleshoot user issues with accounts, payments, and mod content
Respond to moderation reports and assist in enforcing site terms of use
Handle a range of issues: content moderation, copyright, payment disputes, and technical support
Collaborate with moderation and community teams to resolve complex issues
Identify root causes of recurring user issues and proactively report them internally
Track and improve support KPIs like First Time Resolution and Customer Satisfaction Score
Stay informed about trends in gaming, modding, and community behaviour to provide informed support
Requirements
Experience with at least one customer support platform
Technically fluent and comfortable navigating web-based tools
(We use a custom admin system, Google Sheets, Slack, Discord, and forums)Empathetic, patient, and clear in written communication
Able to investigate issues beyond surface-level symptoms
Proactive and confident working independently
Committed to continuous improvement in both tools and tone
Bonus (Nice-to-Have)
Familiarity with Nexus Mods and its modding ecosystem
Experience with modding tools (e.g., for Skyrim, Fallout, or Cyberpunk)
Prior experience creating and releasing mods
Basic understanding of Unity or Unreal Engine
Gamer mindset and sense of humour
Working Schedule
Permanent workdays: Sunday to Wednesday
Initial 4-8 weeks: Monday to Thursday for onboarding
4-day workweek (32 hours total)
Flexible hours but some overlap with UK hours is helpful
Benefits
What We Offer
💸 Salary: £25,500–£26,500 depending on experience
📆 4-day work week (Sunday–Wednesday), 3 days off every week
🎮 £25/month gaming allowance
🏖️ 25 days paid holiday + additional time off after 1, 3, and 5 years
🩺 Access to Employee Assistance Programme and optional private healthcare
🖥️ High-spec work hardware shipped to your location
🌍 Work from anywhere: no UK work rights required
Diversity & Inclusion
We’re committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome all applicants regardless of age, ethnicity, gender identity, orientation, or location.
About Nexus Mods
Nexus Mods is owned by Black Tree Gaming Ltd, one of the most impactful companies in the modding ecosystem. With over 3 billion page views annually and over , our mission is to empower creators and players alike to expand what’s possible in games and make modding easy.
The Work From Home Hub is dedicated to finding and sharing remote and hybrid job opportunities across the UK. The content available on theworkfromhomehub.co.uk is intended for general informational purposes only. While we strive to ensure the information provided is accurate and reliable, we make no guarantees or warranties, expressed or implied, regarding the accuracy, adequacy, validity, reliability, availability, or completeness of the information presented on our site.
