Customer Support Agent

Shockbyte; United Kingdom; Remote; GBP 32,000 - 50,000; Full time

Job summary

A leading game server provider is looking for a Customer Success Operator to provide exceptional support to players and server owners. This role involves managing customer inquiries efficiently in a dynamic environment, ensuring players get the help they need swiftly. Ideal candidates will have strong communication and problem-solving skills, along with a passion for gaming. The position offers a hybrid work model and diverse benefits.

Benefits

Hybrid Work

Flexible Hours

Career Growth

Development Budget

Workspace Support

Virtual Team Events

Shockbyte Merch Pack

Travel Opportunities

Free Game Servers

Esports & Gaming Events

Qualifications

• Ability to manage multiple support tickets efficiently.
• Solid understanding of game server environments and hosting fundamentals.
• Proactive, patient, and solution-oriented approach.

Responsibilities

• Deliver fast, friendly, and reliable support to users.
• Handle customer tickets covering technical troubleshooting.
• Act as the bridge between users and technology.

Skills

Excellent written communication skills

Strong problem-solving skills

Customer-first mindset

Tools

WHMCS or similar platforms

FTP knowledge

Job description

Base pay range: A$32,000.00/yr - A$50,000.00/yr

About Shockbyte

Have you ever had a two‑week Minecraft spree, survived in ARK, or raided in Rust? Chances are, you’ve played on our servers. Shockbyte is one of the largest game server providers out there, with hundreds of thousands of players worldwide across 60+ supported games. We’re looking for talented individuals to join us in shaping the future of multiplayer gaming as we know it.

We don’t stop at providing servers, we elevate the experience and make server hosting seamless for every player and studio. Working with us means joining a global team of gamers who live and breathe the worlds we help create. We’re passionate about technology, collaboration, and levelling up what multiplayer can be.

At Shockbyte, what matters is your skill and passion. Whether you learned in a classroom, a code editor, or a server console, we value what you can build.

We’re looking for people who take initiative, thrive in fast‑paced environments, and love solving problems that shape the way millions play together.

About The Role

We’re looking for a Customer Success Operator to deliver fast, friendly, and reliable support to players and server owners around the world.

In this role, you’ll handle customer tickets covering technical troubleshooting, billing, cancellations, and general enquiries. You’ll be the bridge between our users and our tech, ensuring every player gets back in the game quickly and every issue is handled with care and precision.

Location Type: Remote

You'll Thrive Here If...

• 🎮 You take responsibility, see things through, and never leave problems unsolved.
• 🎯 You push objectives forward with bold actions and meaningful impact.
• 🌱 You’re always learning, asking questions, and helping others level up.
• 🧩 You welcome feedback, value honesty, and put the team above ego.
• 🔐 You share knowledge openly, make your work visible, and build trust through clarity.

Requirements

• Excellent written communication skills with a clear, friendly, and professional tone.
• Strong problem‑solving and technical reasoning skills.
• Ability to manage multiple support tickets efficiently across billing, cancellations, and technical requests.
• Solid understanding of game server environments and hosting fundamentals.
• Customer‑first mindset: proactive, patient, and solution‑oriented in every interaction.

Bonus XP

• Experience using WHMCS or similar platforms for managing tickets and billing.
• Background in game server hosting, customer support, or the broader gaming industry.
• Familiarity with FTP, server configuration, or mod/plugin installation.

Experience & Background

• 1-2 years of experience in customer or technical support.
• Equivalent hands‑on experience or self‑taught knowledge in game server management or customer service is equally valued.

Benefits

• 🌍 Hybrid Work – Work remote, or team up in person at our offices in Melbourne and Eindhoven.
• ⏰ Flexible Hours – Adjust your schedule around when you’re most productive.
• 🚀 Career Growth – Clear pathways to level up your skills and advance your career.
• 📚 Development Budget – Access courses, certificates, and conferences to stay sharp.
• 💻 Workspace Support – Get a stipend to upgrade your home office or coworking setup.
• 🎮 Virtual Team Events – From trivia and escape rooms to epic game nights with the team.
• 👕 Shockbyte Merch Pack – Custom hoodies, mugs, and stickers made for our crew.
• ✈️ Travel Opportunities – Meet teammates around the world and represent Shockbyte at events.
• 🕹️ Free Game Servers – Spin up your own servers and play on us.
• 🏆 Esports & Gaming Events – Free tickets to tournaments and gaming expos.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Customer Service

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