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.