Customer Support Agent

Shockbyte • San Francisco, CA

9h • Remote

About The Position

We’re looking for a Customer Success Operator to deliver fast, friendly, and reliable support to players and server owners around the world.
In this role, you’ll handle customer tickets covering technical troubleshooting, billing, cancellations, and general enquiries. You’ll be the bridge between our users and our tech, ensuring every player gets back in the game quickly and every issue is handled with care and precision.

Requirements

• Excellent written communication skills with a clear, friendly, and professional tone.
• Strong problem-solving and technical reasoning skills.
• Ability to manage multiple support tickets efficiently across billing, cancellations, and technical requests.
• Solid understanding of game server environments and hosting fundamentals.
• Customer-first mindset. Proactive, patient, and solution-oriented in every interaction.
• 1–2 years of experience in customer or technical support.
• Equivalent hands-on experience or self-taught knowledge in game server management or customer service is equally valued.

Nice To Haves

• Experience using WHMCS or similar platforms for managing tickets and billing.
• Background in game server hosting, customer support, or the broader gaming industry.
• Familiarity with FTP, server configuration, or mod/plugin installation.

Responsibilities

• Handle customer tickets covering technical troubleshooting
• Handle customer tickets covering billing
• Handle customer tickets covering cancellations
• Handle customer tickets covering general enquiries

Benefits

• Flexible Hours – Adjust your schedule around when you’re most productive.
• Career Growth – Clear pathways to level up your skills and advance your career.
• Development Budget – Access courses, certifications, and conferences to stay sharp.
• Workspace Support – Get a stipend to upgrade your home office or coworking setup.
• Virtual Team Events – From trivia and escape rooms to epic game nights with the team.
• Shockbyte Merch Pack – Custom hoodies, mugs, and stickers made for our crew.
• Travel Opportunities – Meet teammates around the world and represent Shockbyte at events.
• Free Game Servers – Spin up your own servers and play on us.
• Esports & Gaming Events – Free tickets to tournaments and gaming expos.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed