Customer Support Representative

We’re looking for a sharp, quick-thinking Customer Support Representative. At our company, support goes beyond answering questions. It’s about guiding customers seamlessly through their gaming experience and ensuring every interaction is fast, clear, and dependable.

We’re seeking someone who takes pride in delivering exceptional service, thrives in a high-paced environment, and enjoys solving problems in real time. If you’re proactive, detail-oriented, and genuinely driven to help customers succeed, you could be a great fit for our team.

Key Responsibilities
1. Manage Intercom Live Chat, responding promptly to live chat, email, and occasional social media inquiries.
2. Troubleshoot unique scenarios and edge cases using logic, judgment, and customer-first thinking — not scripts.
3. Proactively update customers on order status by coordinating with our internal team and third-party suppliers.
4. Communicate clearly, professionally, and naturally, no robotic replies or over-reliance on AI.
5. Identify opportunities to streamline the support experience and improve internal systems and workflows.
6. Collaborate closely with tea ---------- mbers and suppliers to ensure smooth delivery from start to finish.
7. Handle multiple tasks with urgency, accuracy, and strong attention to detail in a high-volume environment.

Ideal Candidate:
- Passionate about helping others: You have a natural desire to solve problems and help customers succeed in their goals.
- Excellent communicator: Your communication skills are top-notch, whether it’s written, via email or live chat.
- Adaptable: You thrive in a fast-paced environment and are quick to learn new systems and technologies.
- Detail oriented: You pay attention and notice issues before customers even point them out.

Required Experience
- Experience with Intercom (highly preferred) or similar customer support platforms such as Zendesk or Freshdesk
- Previous customer support experience (live chat)
- Reliable high-speed internet
- Ability to work remotely with minimal distractions
- Load-shedding readiness (backup power, mobile hotspot, or contingency plan in place)

Training will be provided for Intercom if you haven’t used it before.

Why Work With Us?
- Be part of something bigger: Join a team that’s on a mission to revolutionize the video gaming space, with practical, results-driven strategies and a global community of passionate players and creators.
- Dynamic team: Work with a passionate and growing team that is committed to excellence and innovation.
- Consistent workflow: Enjoy a structured work environment with clear expectations, steady tasks, and room to grow.
- Growth and learning: Professionally develop and grow skills with ongoing learning and advancements of responsibilities within the company.

YOU SHOULDN’T APPLY IF:
- You’re comfortable blending in rather than striving to stand out. This role is NOT simple and requires an all-in mentality. We’re looking for an applicant who will put in the work that others won’t
- You are married to your ideas or cannot take creative criticism.
- You can’t handle stress or pressure.

Think you’re a fit? Apply Today. Include the word ‘CACTUS’ in your message to us to show you’ve read the full post.