Customer Support (Part-Time)

TL;DR

Customer Support (Part-Time): Serving as the primary point of contact for players regarding merchandise orders and inquiries for a Roblox game studio with an accent on resolving issues quickly, managing support tickets, and identifying recurring trends. Focus on prioritizing player experience, investigating order issues, and proactively sharing insights to improve processes.

Location: Fully remote, with relocation options to Las Vegas, USA available.

Compensation: $1,500 USD per month (part-time)

Company

hirify.global is a Las Vegas based game studio built on the Roblox platform, creating immersive experiences for a community of millions.

What you will do

• Serve as the primary point of contact for players and customers regarding merchandise orders, shipping, returns, refunds, digital benefits, and general inquiries.
• Resolve customer issues quickly and empathetically, prioritizing player experience and trust.
• Manage and respond to support tickets across email and support platforms, ensuring timely and accurate resolution.
• Investigate order issues, delivery problems, chargebacks, and potential fraud in partnership with operations and commerce teams.
• Identify recurring issues, trends, and feedback, and proactively share insights with internal teams.
• Support peak moments such as drops, promotions, and holidays with increased ticket volume.

Requirements

• 2+ years of experience in customer support, Discord moderation, e-commerce support, or community-facing roles.
• Strong written communication skills with the ability to adapt tone for any situation.
• Strong experience in the Roblox ecosystem, having been a player for 3+ years.
• Experience supporting e-commerce workflows including orders, shipping, returns, refunds, and digital benefits.
• High attention to detail with strong organizational and problem-solving skills.
• Ability to manage multiple tickets and priorities in a fast-paced, remote environment.
• Player-first mindset with a genuine interest in gaming, fandom, and online communities.

Nice to have

• Familiarity with hirify.global IPs, including Creatures of Sonaria, Horse Life, Dragon Adventures, and World // Zero.
• Experience using customer support SaaS tools such as Kustomer, Zendesk, or similar platforms.
• Experience using e-commerce platforms like Square and Shopify.
• Strong understanding of e-commerce, merchandising, and fandom-driven communities.
• Experience working fully remote and collaborating across distributed teams.
• Additional skills in design, email marketing, HTML, UX, or related disciplines that support commerce and lifecycle marketing.

Culture & Benefits

• Join a community-first studio born on the Roblox platform, building worlds and experiences for players.
• Be part of an innovative team recognized as builders of the future of the platform.
• Contribute to experiences with over 8B game visits and 35M monthly players.
• Work in a fully remote environment.