Customer Support Specialist

StartPlaying

4d•$68,000 - $73,000•Remote

About The Position

We're looking for a seasoned Customer Support Specialist to serve as a key voice of the player and GM experience at StartPlaying. You'll handle complex support challenges, help own the documentation that keeps our team sharp, and look for ways to improve the customer experience. This is a high-ownership IC role; you'll work with autonomy, bring your expertise to the table, and help shape how support works at StartPlaying. We're also in the early stages of launching a parent-led marketplace for kids' games: structured, class-style tabletop experiences for younger players, facilitated by vetted GMs. The person who joins now will have the opportunity to help shape what CX looks like in that space from day one. From how we review and approve kid-friendly content to how we support parents as they navigate the platform for the first time.

Requirements

3+ years of customer support experience, ideally in a marketplace or consumer platform environment.
Excellent written and verbal communication skills: clear, empathetic, and precise.
Strong judgment: You can stay impartial and make good calls on ambiguous situations.
Experience owning/maintaining documentation, policies, or playbooks independently.
Comfort with data: you can spot trends, surface them clearly, and use them to inform better decisions.

Nice To Haves

Familiarity with tabletop RPGs and the TTRPG community. You don't need to be a seasoned GM, but you should be genuinely curious about the space and the people in it.
Experience with parent-facing or children's platforms, whether in CX, trust & safety, or content moderation. You understand that when the end user is a child, the bar for safety, clarity, and parental trust is meaningfully higher.
Early-stage startup experience.
DEI training or certification.

Responsibilities

Handle Inbound CX & Community Moderation
Own complex, high-stakes support tickets and escalations that require judgment and nuance.
Handle user reports and safety issues with care and consistency.
Tag and analyze support tickets to surface patterns and inform product decisions.
Investigate and resolve chargeback disputes and disintermediation cases.
Identify and action problematic users in line with our Code of Conduct and Terms of Service.
Document bugs clearly for the engineering team.
Support community moderation across Discord, social media, and FB/Instagram alongside your teammates. This is a shared effort, not a solo function.
Review and approve Game Master applications and campaign templates for our primary site. As we launch our parent-led kids marketplace, kids GM applications follow a significantly more rigorous vetting process. You will be the primary executor of that standard, ensuring every kids’ GM meets our bar before going live.
Build & Maintain CX Documentation
Help create and iterate on SOPs, FAQs, and playbooks for common ticket types.
Help build and maintain internal support documentation that keeps the team aligned and efficient.
Ensure documentation stays current as the product and processes evolve.
Drive Efficiency & Automation
Proactively identify opportunities to simplify and automate CX workflows and bring them to the CX lead and team.
Be a resource to the product team; share customer insights, survey analysis, and feedback trends in collaboration with your team.
Flag reporting observations and trends to the CX lead so the team can act on them together.
Collaborate & Share Knowledge
Be a reliable resource/teammate for our small CX team, sharing context, best practices, and product knowledge organically.
Partner with teammates on tricky tickets or policy edge cases.
Contribute to a culture of quality and care across the support function.
Play Games & Bond with the Team
We mean it. You'll be expected to play games with us. 🎲