Player Support

Frameshiftstudios; Miami (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

FrameShift is seeking a player-support specialist in Miami to be the first contact for players, handling bug reports, account questions, and in-game issues.

You will respond to tickets, identify common issues, write canned responses and FAQs, and ensure response times meet our SLA while keeping players assured.

This is a hands-on role in a small team where your input shapes how we support the community.

Qualifications

• Prior customer or player support experience, ideally in gaming.
• Hands-on Zendesk or similar ticketing platform.
• Comfortable with Google Workspace (Docs, Sheets, Gmail).
• Strong written communication: clear, professional, and solution-focused.
• Roblox familiarity to understand player descriptions.
• Organized and able to manage a live ticket queue.

Responsibilities

• Respond to player tickets through our support platform.
• Identify common issues and flag them to the right team.
• Write canned responses and FAQ entries for repeat questions.
• Keep response times within our SLA targets.

Job description

FrameShift is a Roblox game studio based in Miami. We started in 2024 with a simple goal: make games on Roblox that are actually worth playing. We're a small team — which means the people we bring in have a real say in what we build and how we build it.

About this role

First contact for players who have a problem. Bug reports, account questions, in-game issues — you'd handle the volume and escalate what needs escalating. The goal is that players feel heard and actually get a resolution.

You Will

• Respond to player tickets through our support platform
• Identify common issues and flag them to the right team
• Write canned responses and FAQ entries for repeat questions
• Keep response times within our SLA targets

You Have

• Prior customer or player support experience, ideally in a gaming context
• Hands-on experience with Zendesk or a comparable ticketing platform
• Comfortable working across Google Workspace (Docs, Sheets, Gmail) day-to-day
• Strong written communication — responses should be clear, professional, and solution-focused
• Roblox familiarity so you can understand what players are describing without needing it explained
• Organized and able to manage a live ticket queue without things falling through the cracks