Customer Support Specialist

At StartPlaying, we're on a mission to build communities through play. We believe that being a Game Master (GM) isn't just a hobby; it's the best gig economy job in the world. Whether you're running epic tabletop campaigns or intimate storytelling sessions, we empower GMs to turn their passion into a thriving business.

We're building the platform we always wished existed. As passionate gamers and creators ourselves, we understand the profound impact of meaningful play. Our CEO was the world's first professional GM, and that pioneering spirit runs through everything we do.

Why Now?

Since launching, we've helped Game Masters earn over 40 million dollars doing what they love, and we're just getting started. We're building powerful tools to help GMs engage with players, grow communities, and make a living on their own terms.

About the Role

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. As a member of our team, you will be empowered to contribute to our CX processes and workflows as we build out this new vertical. From how we review and approve kid-friendly content to how we support parents as they navigate the platform for the first time.

What You'll Do

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.