Nexus Mods

Title: Customer Support Specialist Location: UK | Remote [Sun-Wed] Department: Trust & Safety Job Description: Description Salary range: £30,000 to £35,000 Location: Remote, but within the UK. Please note: We are unable to sponsor international visas at this time. About Nexus Mods Established in 2001, Nexus Mods is the largest video game modding platform on the internet and a household name in the PC gaming ecosystem. - 71M+ registered members - 800K+ mods for 4,000+ games - 21B+ mod downloads We’re currently focused on product modernisation, driving growth and building infrastructure for the next 10 years of community-powered modding. Our Role: We are looking for an experienced Customer Support Specialist to join our Trust and Safety team, helping us deliver a world-class support experience to our users, mod authors, and wider community. This is not a generic customer support role. We are looking for someone who already understands Nexus Mods, cares about modding, and is familiar with the kinds of issues that matter to mod users and mod authors. You should be an active or experienced member of the Nexus Mods community, or have equivalent hands-on experience with PC game modding and modding communities. The role has a strong technical focus. Alongside account, payment, and general support queries, you will help investigate user files, file quarantines, malware reports, suspicious uploads, content safety concerns, and other technical issues that affect the trust and safety of the platform. You do not need to be a cybersecurity expert, but you should have a basic understanding of online safety, file security, malware risk, and how to approach technical investigations carefully and methodically. You’ll be expected to gather evidence, reproduce issues where possible, use internal tools to investigate problems, and clearly communicate your findings to users, moderators, community managers, and development teams. Ideally, you’ll have your finger on the pulse of the Nexus Mods community, the wider modding scene, and the broader gaming industry, so that you can understand the context behind the issues you deal with. Please note: the shift schedule will be Sunday to Wednesday. Requirements - You’ll be the first point of contact for users through our support email and other contact points. - Responding to technical inquiries and troubleshooting customer accounts and services-related issues for our active users. Customer communication is mainly through email, but will involve some contact through web forums, and Discord servers. - Investigating support cases involving user files, file quarantines, malware reports, suspicious uploads, and content safety concerns by reviewing available evidence, following defined processes, and escalating complex or high-risk cases where appropriate. - Owning, managing, and resolving customer support cases efficiently, through our dedicated support system, ensuring optimum customer satisfaction. - Working with the Moderation team to resolve issues around user files, payments and accounts. - Continually striving for service quality improvement, focusing on first time resolutions, resolution time and Customer Satisfaction Score. Reporting progress back to the team and wider organisation. - Dealing with a variety of processes such as content copywriting queries, payment and account queries, site support and emerging issues around AI-generated voice and image content. - Identifying opportunities to go beyond the norm to leave customers feeling valued and well-served and staying informed about trends in gaming, modding, and community behaviour to provide informed support.

Create user flows and interfaces to enhance product engagement and retention. Collaborate with cross-functional teams to identify user needs and simplify complex workflows into intuitive designs using modern design tools.

• Develop, own, and execute a comprehensive growth strategy to acquire, engage, and retain paying subscribers and modding communities across the platform. • Define and track key performance metrics (MRR, retention, churn, LTV, CAC), using signs to drive continuous optimisation and improvement. • Partner with product, content, marketing and community teams to optimise the end to end user journey and experience, from onboarding through to long term engagement and retention. • Lead our approach to community-led ecosystem expansion, positioning Nexus Mods as the modding platform for all games, communities and users across all markets. • Develop and execute a full funnel advertising strategy, balancing short term acquisition goals with long term brand and community growth, and continuously test and iterate on messaging, formats, and targeting to improve efficiency and scale. • Work closely with the content and community teams to identify emerging trends and build strategies that drive both acquisition and retention. • Identify, negotiate, and secure strategic partnerships that drive user growth, revenue, and market positions, managing relationships from deal origination through to execution and performance. • Conceptualise, validate, and launch new revenue streams aligned with user behaviours and platform dynamics (e.g. new premium features, creator monetisation tools), ensuring strong product market fit and scalable unit economics. • Champion a test and learn approach across growth and monetisation, using rapid experimentation and data to uncover and scale new growth levers. • Partner with the data team to build dashboards, run experiments, and embed a culture of data driven decision making.

• Own the backend architecture: APIs, data models, pipelines, and service boundaries. • Drive our backend-first approach: push complexity into the backend, keep clients thin. • Champion monolith-first architecture and avoid service sprawl unless scale demands it. • Set standards for API design, consistency, testing, observability, and developer experience. • Guide critical decisions around metadata, mod manifests, dependency modelling, and install reliability for the Desktop App. • Lead and mentor backend engineers across pods (Ruby/Rails, PHP and platform services). • Create clarity through standards, expectations, architectural guardrails. • Level up the team through coaching, technical guidance, and structured growth paths. • Build a culture of ownership, pragmatism, collaboration and psychological safety. • Promote the doctrines: simplicity, problem-first thinking, documentation discipline, and quality. • Ensure backend teams ship value weekly with predictable, fast delivery. • Unblock engineers quickly bias to action over committee paralysis. • Manage cross-team dependencies and escalate blockers early. • Balance short-term delivery with long-term platform health. • Own uptime, performance, and resilience across mission-critical systems. • Partner with SRE/Infra to improve CI/CD, monitoring, logging and incident response. • Ensure systems can scale to millions of users and billions of downloads. • Lead root-cause analysis and build a culture of calm, transparent incident handling.

• Own the end to end pipeline, powering classification at scale (~900K mods), from labelling data to production models. • Turn raw data into structured, high-quality metadata that unlocks search, filtering, and personalisation. • Continuously improve model performance and data quality. • Build recommendation models and improve search relevance to help users find the right mods faster. • Leverage behavioural signals and unique datasets (e.g.dependency graphs) to power smarter personalisation. • Directly impact engagement by increasing downloads, retention, and overall activity.

Data Scientist (ML) Location: Remote, but within the UK. Salary: £55,000 - £65,000  Please note: We are unable to sponsor international visas at this time. About Nexus Mods Established in 2001, Nexus Mods is the largest video game modding platform on the internet - a household name in the PC gaming ecosystem. - 71M+ registered members - 800K+ mods for 4,000+ games - 21B+ mod downloads We’re currently focused on product modernisation, driving growth and building infrastructure for the next 10 years of community-powered modding. Our Role We are looking for the first Data Scientist to join Nexus Mods. This is an opportunity to build the intelligence layer on top of our data platform, and to unlock the ML capability that's been waiting for the right person. We have invested in the foundations, and defined the ML roadmap, so you won’t be starting from scratch. Instead, you’ll step into a high leverage role where your work immediately powers discovery, personalisation, and a thriving community and ecosystem.  You’ll tackle a uniquely rich dataset (~900k mods, ~71m users) and turn it into structured, actionable intelligence that helps millions of users find what they love faster. From day one, your models will ship, your systems will scale, and your impact will be visible in real user growth.  Responsibilities:  Build the foundation (Mod Classification) - Own the end to end pipeline, powering classification at scale (~900K mods), from labelling data to production models.  - Turn raw data into structured, high-quality metadata that unlocks search, filtering, and personalisation.  - Continuously improve model performance and data quality.  Drive Discovery & Recommendations  - Build recommendation models and improve search relevance to help users find the right mods faster.  - Leverage behavioural signals and unique datasets (e.g.dependency graphs) to power smarter personalisation.  - Directly impact engagement by increasing downloads, retention, and overall activity.

• Design and maintain data models, implement robust testing, improve documentation, and manage CI/CD workflows. • Build and maintain the semantic layer that powers reporting, self-serve analytics, and downstream consumers (Mixpanel, Braze, internal tools). • Work closely with engineering, product, and commercial teams to translate business questions into reliable, well-modelled data. • Take ownership of data quality; monitoring, altering, and proactive fixes across the pipeline. • Help shape the next iteration of our data platform: think AI-native architecture, semantic APIs, and making our unique data assets (mod dependency graph, behavioural data at scale) actually usable. • Core stack: ClickHouse (warehouse), dbt (transformation), Mixpanel (product analytics), Braze (lifecycle marketing), with a growing AI/LLM layer on top.

• Develop a product vision and strategy for your area, aligned with the broader strategic pillar vision and company goals. • Translate complex user and business needs into focused roadmaps and well defined opportunities. • Prioritize a long-term product roadmap for your team. • Identify and use data, insights and experimentation with relevant methods (from A/B testing to fakedoor tests etc) to validate hypotheses and inform strategy. • Drive alignment for your strategies, roadmap, and metrics clearly across Nexus Mods • Lead initiatives from discovery through to delivery and iteration. • Continuously optimise user journeys and feature adoption using behavioural and commercial data. • Demonstrate product craft by shipping impactful, high-visibility features that move high level metrics for Nexus Mods. • Partner cross functionally with project teams, including Engineers, Designers and Community Managers, to deliver impact. • Align stakeholders around clear KPIs and shared success metrics. • Improve processes to accelerate product craft and decision making velocity.

Senior Product Manager (Generalist) Salary: £60,000 - £70,000 Location: Remote, but within the UK. Please note: We are unable to sponsor international visas at this time. About Nexus Mods Established in 2001, Nexus Mods is the largest video game modding platform on the internet—a household name in the PC gaming ecosystem. - 71M+ registered members - 800K+ mods for 4,000+ games - 21B+ mod downloads We’re currently focused on product modernisation, driving growth and building infrastructure for the next 10 years of community-powered modding. Our Role:  We’re looking for a Senior Product Manager to define and lead our end-to-end product strategy across web and app experiences serving millions of users globally. You will embed within a full-stack product team while owning the overarching product vision and roadmap across activation, adoption, engagement, retention, and premium conversion. You’ll set clear, measurable KPIs aligned to company-wide objectives and be accountable for delivering sustainable, data-led product value. This role goes beyond execution. You will ensure we are solving the highest-impact problems for the right users, translating company vision into focused strategic bets, and scaling what works through validation, experimentation and/or product iteration. You’ll combine strong product craft with commercial instinct to drive measurable business outcomes while improving scalability, visibility, and overall product quality. This is a role for someone who owns outcomes, not output. You thrive in ambiguity, challenge assumptions, bring clarity to complexity, and move decisively from insight to impact. Responsibilities:  - Develop a product vision and strategy for your area, aligned with the broader strategic pillar vision and company goals. - Translate complex user and business needs into focused roadmaps and well defined opportunities. - Prioritize a long-term product roadmap for your team. - Identify and use data, insights and experimentation with relevant methods (from A/B testing to fakedoor tests etc) to validate hypotheses and inform strategy. - Drive alignment for your strategies, roadmap, and metrics clearly across Nexus Mods - Lead initiatives from discovery through to delivery and iteration. - Continuously optimise user journeys and feature adoption using behavioural and commercial data. - Demonstrate product craft by shipping impactful, high-visibility features that move high level metrics for Nexus Mods. - Partner cross functionally with project teams, including Engineers, Designers and Community Managers, to deliver impact. - Align stakeholders around clear KPIs and shared success metrics. - Improve processes to accelerate product craft and decision making velocity.

Analytics Engineer Location: Remote, but within the UK. Salary: £40,000 - £50,000 Please note: We are unable to sponsor international visas at this time. About Nexus Mods Established in 2001, Nexus Mods is the largest video game modding platform on the internet - a household name in the PC gaming ecosystem. - 71M+ registered members - 800K+ mods for 4,000+ games - 21B+ mod downloads We’re currently focused on product modernisation, driving growth and building infrastructure for the next 10 years of community-powered modding. Our Role:  We’re looking for a hands-on Analytics Engineer to help us build and scale a modern data platform. This is a high impact role where you’ll own our analytics layer end to end, from raw data to trusted, business critical insights.  You’ll be joining as the second member of the data team, working directly with the Head of Data. This means high autonomy, fast decision making, and the opportunity to shape how data is used across the company from the ground up.  Responsibilities:  - Design and maintain data models, implement robust testing, improve documentation, and manage CI/CD workflows.  - Build and maintain the semantic layer that powers reporting, self-serve analytics, and downstream consumers (Mixpanel, Braze, internal tools). - Work closely with engineering, product, and commercial teams to translate business questions into reliable, well-modelled data.  - Take ownership of data quality; monitoring, altering, and proactive fixes across the pipeline.  - Help shape the next iteration of our data platform: think AI-native architecture, semantic APIs, and making our unique data assets (mod dependency graph, behavioural data at scale) actually usable.  - Core stack: ClickHouse (warehouse), dbt (transformation), Mixpanel (product analytics), Braze (lifecycle marketing), with a growing AI/LLM layer on top.