Support Team (NA)
Support team, reporting to Support Team Leader
Description
As a Support Team Member, you will be the first point of contact for users across our platform and Discord server. Your role is to assist customers with queries, troubleshoot issues, and ensure a high standard of service is consistently delivered. You’ll play a key part in shaping user experience, identifying common issues, and feeding back improvements to the wider team. This is a fast-paced, community-driven role that requires strong communication, patience, and a proactive mindset. 🎯 Key Responsibilities - Respond to support tickets and queries in a timely and professional manner - Assist users with platform navigation, setup, and troubleshooting - Escalate bugs or complex issues to the development team - Maintain accurate notes on tickets and user interactions - Monitor Discord channels and provide general assistance - Ensure all users feel welcomed, supported, and respected - Identify recurring issues and suggest improvements - Follow internal support procedures and guidelines