Remote Customer Support - Ticket Support - Gaming

About ModSquad: ModSquad has been reinventing the Customer Experience Services (CX) industry since 2007. Top brands around the globe turn to us for digital customer support, content moderation, trust and safety frameworks, community management, and real-time social media services. We partner with fast-growing startups and global Fortune 500 companies alike, including iconic names like Spotify, VSCO, Vimeo, and Tourism Ireland. Operating a primarily remote enterprise model, we support over 50 languages across more than 90 countries, offering an innovative environment where talented professionals engage with world-class brands across secure, distributed networks.

Position Overview

We are seeking a highly motivated, detail-oriented, and player-focused Ticket Customer Support Mod to join our specialized Gaming talent network under a flexible, part-time remote contract model centered within North America (NGA Remote). In this operations-centric role, you will act as a primary customer advocate resolving complex asynchronous text inquires for a world-renowned gaming brand. Shifting completely away from stressful outbound cold-calling loops, high-pressure target-driven telemarketing, or mundane clerical file entry, you will navigate an active player help desk ecosystem—triaging game accounts, troubleshooting access blocks, and resolving billing mismatches. This position requires an operational professional who balances ticket pipelines fluidly natively using Customer Support strategies, leverages web-based research methods to unpack complex player histories, manages shift configurations independently across tight windows, and aligns with strict endpoints to maintain an institutional safety posture.

Key Responsibilities

• Asynchronous Ticket Triage: Handle and resolve high-volume player support inquiries through digital ticketing channels, delivering high-quality, friendly, and precise written English responses natively utilizing Customer Support methodologies.
• Web-Based Case Investigation: Deploy advanced internet research practices and system diagnostic tools to audit player profiles, investigate in-game account anomalies, and identify software bugs.
• Escalation Policy Enforcement: Navigate complex player queries systematically, accurately identifying critical software bugs or payment issues that require forwarding to secondary tiers via company escalation routes.
• Agile Shift Scheduling: Manage a self-scheduled part-time work model of 20 hours per week, ensuring strict adherence to the critical core coverage window of 10:30 AM to 2:00 PM PT (including 7 mandatory hours across Saturday and Sunday).
• Endpoint Security Hardening: Maintain a secure distributed workspace by installing corporate security packages and deploying mobile-based two-factor authentication (2FA) models across all active endpoints.
• Team Knowledge Optimization: Active collaboration inside cross-functional peer channels, participating in operational feedback loops and identifying process enhancements to elevate player satisfaction.

Required Skills & Qualifications

• Proven professional history handling high-volume text queues, asynchronous ticketing environments, or digital support desks.
• Advanced Communication & Speed: Exceptional fluency in written English mechanics paired with a certified typing throughput of at least 40 words per minute (wpm).
• Demonstrated expertise conducting web-based technical research and navigating structured corporate escalation workflows.
• Mandatory Operational Coverage: Absolute availability to work the required time block of 10:30 AM - 2:00 PM PT, with a total commitment of 20 hours per week including 7 hours on weekends.
• Excellent analytical troubleshooting skills, with a patient, customer-centric approach to breaking down multi-layered user problems.
• Location Context: Position operates under remote guidelines open to candidates living across eligible states in North America under the geographic marker NGA Remote (excluding residents of California, Colorado, New York, and Washington).

Mandatory Workspace & Hardware Requirements

• Operating System & Memory: A dedicated desktop or laptop computer running an active, verified installation of Windows 11 (or newer) backed by a minimum of 16 GB of system RAM.
• Processor Specifications: Must feature an Intel 11th Generation Core / Intel Core Ultra processor, or an AMD Ryzen 5000 / 7000 / 8000 series chip (or newer architecture).
• Display Layout & Audio Equipment: An independent dual-monitor station coupled with a professional, high-quality headset containing a built-in noise-canceling microphone.
• A quiet, completely distraction-free, and private physical workspace setting.

What We Offer

• Flexible Part-Time Self-Scheduling: Total control over your professional agenda, allowing you to choose your ideal shift durations outside of the mandatory core support slots.
• 100% remote layout, giving you the freedom to engage with elite gaming communities entirely from your optimized home office.
• A vibrant, global, and diverse contractor community made up of passionate gamers, digital builders, and community experts.
• Direct exposure to top-tier entertainment and gaming brands, building premium career credentials in customer success and trust and safety tracks.
• Access to ongoing platform initialization tutorials, modern ticketing platforms, and cross-project mobility options over time.