This job listing expired on Feb 13, 2023
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Hello!

We are Innersloth, a growing team of over 20 remote workers scattered primarily across North America. We spent the last two years growing from 3 folks and now feel the need for dedicated management as we take on new challenges and further grow the team.

Your focus will be player support - think managing the support and moderation teams, bug reports, working with sanctions, coordination between players/the dev team/support partners, keeping our bug documentation up to date, and providing suggestions for the game's support process. We highly respect player support as an integral part of the community and team, and your work will directly impact Among Us and all our players!

We especially encourage marginalized groups and people from underrepresented backgrounds, genders, and locations to apply. If you don’t have professional experience, but you’ve been managing or moderating large communities or have an interesting background in support, that possibly beats a few years of “official” professional experience. Please absolutely include these things in your application!

What we're looking for

A willingness to learn and self-motivation are extremely important for this position. Whether you’ve been working in community management, have spent years moderating, or have done customer support for games, as long as you show an aptitude for working with others, handling players, and getting tasks done, we want to hear from you!

The following points outline the experience and skills that we strongly prefer. None of these are strict dealbreakers, but reflect the type of experience we feel would lead to finding the right candidate for this position.

Our expectations

  • 2+ years of experience working in customer support in games, professional moderation, or equivalent

  • Outstanding communication and writing skills

  • A strong desire to help people solve their problems and create a more positive community experience

  • Strong critical thinking skills

  • Good judgement when it comes to moderation and sanctions

  • A learning mindset and accepting feedback to leverage it to improve our processes

  • Strong organizational skills and time management, with the ability to keep track of numerous bugs and coordinate that with multiple teams

  • Ability to work flexibly and independently - our community is truly global

Nice to have

  • Familiarity with Zendesk

  • Familiarity with ClickUp

  • Familiarity with or a willingness to find out about non-US cultures and attitudes

  • Familiarity with Among Us and/or an understanding of how complex game development can be

  • Familiarity with the fact that, while not ideal, there are occasionally sensitive or negative messages when it comes to bug reports or player sanctions

  • Interest in support processes and trust and safety

What you’ll be doing

  • Answer our player support agents’ questions about the game and help manage their knowledge base and factsheets

  • Coordinate escalation paths with our Player Support partner

  • Collaborate with external partners on optimizing Player Support tools

  • Work with QA on troubleshooting issues that may arise

  • Communicate player support needs with the development team as well as other partners

  • Create and organize reports between the development team and the Player Support partner

  • Write or approve responses made by the Player Support partner to players

  • Dictate important tags of support tickets that are relevant for the development team with the Player Support partner

  • Manage our Helpdesk, platform forums and reviews like Steam forums, Google Play reviews, etc.

  • Assist the Community Director in certain community areas regarding player support

  • Handle urgent tickets from authorities with sensitive information

  • Contribute to the strategy and implementation of future customer support needs including tone, process, and feedback loop

Working remotely

All Innersloth employees are working remotely right now, and some of us are intending to be remote employees forever. We want to reassure you that we care about your safety, comfort, and a proper work-life balance. Because of all of that:

  • We will provide you with all the equipment you need to create your perfect workspace at home (a desk, headset, webcam, etc.)

  • We can offer you a remote job. We are loosely located in the PST time zone but have no expectations of you moving for work.

  • We can offer you job stability. Because of the success of Among Us, Innersloth has a long financial runway, an active community, lots of plans in the pipeline, and rosy days ahead of us!

Our offer

  • Full time job from the safety of your home. Your 40-hour work week must include our core hours of 10am-2pm PT, and we actively discourage overtime and weekend work.

  • We are comfortable working with local HR companies or creating subsidiaries over time to better support staff in other countries.

  • Competitive salary ($50 - $80k USD) with regular adjustments for inflation or changes in responsibility.

  • Benefits (or in-kind), appropriate for the role. Health, retirement, vacations, etc. We work with external HR groups where we can and adjust compensation where we can't.

  • A guarantee that your job is safe and stable for a few years - regardless of what's happening around us, we have a very healthy financial runway.

  • A small collection of friendly, diverse workmates and partner companies.

FAQ

What's the level of experience necessary?

There’s no hard requirement, but ideally we’d have someone who we wouldn’t have to train in the basics of customer service, with a good head on their shoulders when it comes to responding to potentially annoyed players, making judgement on things like sanctions, and can handle bug reports. This means you’ve done it before either professionally, or voluntarily (in an impressive way).

Do I have to answer everything by myself?

No! While you will be the Player Support contact, you’ll be working with our community team and player support partners to handle reports. So while you won’t be expected to answer the majority of report tickets yourself, you’ll be managing the teams that do and helping with any questions they may have, and working closely with Victoria (our Community Director) to keep everyone informed. You'll also be trained up by our previous support lead Krys, who is still within our team but pivoted to production (yay Krys)!

What’s the community like?

Among Us has a truly wide demographic, so we have reports coming in from people both young and old. We’ve made strides in creating a more welcoming community, but like any game with a large player base, you can expect to see some less-than-desirable reports. We hope to continue working towards making the community a positive one, which is where you’ll come in too!

Recruitment process

Click the button below and apply! For extra fun points, tell us what your favorite food is in the "Anything else you'd like to tell us?" section. Applications are open through Feb 13, 2023.

You'll get an email from us to acknowledge receipt, and then another email hopefully within a week after the deadline to let you know if you've made it to stage 2. (We are getting a ton of apps though, so this may take longer.)

Stage 2 will be a video chat with 2-3 people from the team to get context on your experience, personal goals, and what you could bring to the company.

Stage 3 will be a "culture fit" chat with a 2-4 people from the team that you might interact with less frequently. This is less formal and helps us maintain a friendly atmosphere.

Then you'll get a final email letting you know if we will or won’t extend an offer!