Eligibility / Qualification Required:

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 design and engineering teams.

• Contribute to community moderation support across Discord, social media, and FB/Instagram alongside your teammates.

• 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. 🎲

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 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.

Tools We Use

Intercom, Notion, Slack, Discord, Google Workspace, Metabase, Stripe

What It's Like to Work Here

We're a small, mostly remote team of nerds, builders, and play enthusiasts. We optimize for thoughtful output and real impact.
You'll be part of a culture where:

• Everyone has a seat at the table, and your ideas can shape the company.

• We make data-driven decisions based on analytics and user needs.

• We strive to create the best solutions possible by embracing great ideas and encouraging one another along the way.

• We don't take ourselves too seriously and believe that happy employees do their best work.

• We love building cool shit and are passionate about delighting our users.

• We tackle challenging problems when necessary and celebrate innovative ideas to avoid them entirely.

• We cultivate an environment that encourages and enables people to learn, take on new challenges, and consistently own more impactful projects.

Compensation & Benefits

🧠 Total Compensation

• Salary: $68,000–$73,000

• 100% coverage on medical and 70% coverage for your dependents

• 50% coverage on dental and vision for you and your dependents

• 401(k) through HumanInterest

• $500 Childcare Monthly Reimbursement, if applicable

🌴 Generous Time Off

• Unlimited vacation, with a required minimum of 2 weeks

• Most federal holidays + Thanksgiving + Winter Break

• Flexible parental leave (100% coverage for up to 12 weeks and staggered RTO)

• One nerd convention of your choice, on us

🏢 Remote Work

• $1,000 WFH stipend to build your space

• Company-issued laptop

• All-expenses-paid annual company offsite

Our Values

• Growth Mindset: We're always evolving, learning, and improving.

• Collaboration: Great ideas come from shared perspectives.

• Passion: We are deeply committed to our mission and our craft.

• Relentless Resourcefulness: We are undaunted by problems and relentlessly work to find solutions to them.

_StartPlaying is a safe space, and we value diversity. We are an equal opportunity employer: we do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, marital status, veteran status, or disability status. We think this should be a given, but are explicitly stating it anyway._

How to Apply:

Apply through the official Startup Jobs application flow.
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