About us

We are a Las Vegas based game studio born on the Roblox platform and built by people who genuinely love this community. As a community-first studio, we care as much about our worlds and players as we do about the people building them. That mindset has helped us grow into one of the most innovative teams on Roblox, pushing boundaries, shaping culture, and setting new standards across the platform.

With over 8B game visits, 35M monthly players, and a 16M member community, our worlds have become a core part of the Roblox ecosystem. We’re a ten time winner of the Roblox Innovation Awards and recognized as builders of the future of the platform. From Creatures of Sonaria and Dragon Adventures to World // Zero and Horse Life, we create experiences that players live in, not just visit.

What are we looking for?

We’re looking for a full-time Customer Support specialist to join our Merchandising team and help deliver an exceptional experience to our players. In this role, you’ll be the front line for our merch community, supporting players with orders, shipping questions, returns, digital benefits, and general inquiries. You’ll work closely with our commerce, operations, and design teams to resolve issues quickly, spot patterns, and help improve the overall merch experience. If you care about players, enjoy problem-solving, and want to help build a best-in-class commerce experience around games millions of people love, this is the role for you.

Responsibilities:

• Serve as the primary point of contact for players and customers regarding merchandise orders, shipping, returns, refunds, digital benefits, and general inquiries.
• Resolve customer issues quickly and empathetically, always prioritizing player experience and trust over rigid enforcement.
• Manage and respond to support tickets across email and support platforms, ensuring timely and accurate resolution.
• Investigate order issues, delivery problems, chargebacks, and potential fraud in partnership with operations and commerce teams.
• Identify recurring issues, trends, and feedback, and proactively share insights with internal teams to improve products, processes, and communication.
• Maintain clear, consistent, and player-friendly communication that reflects the Twin Atlas brand voice.
• Support peak moments such as drops, promotions, and holidays with increased ticket volume and player engagement.

Requirements:

• 2+ years of experience in customer support, Discord moderation, e-commerce support, or community-facing roles.
• Strong written communication skills with the ability to adapt tone for any situation.
• Strong experience in the Roblox ecosystem, having been a player for 3+ years.
• Experience supporting e-commerce workflows including orders, shipping, returns, refunds, and digital benefits.
• High attention to detail with strong organizational and problem-solving skills.
• Ability to manage multiple tickets and priorities in a fast-paced, remote environment.
• Comfortable working cross-functionally with operations, design, and marketing teams.
• Player-first mindset with a genuine interest in gaming, fandom, and online communities.

Bonus Skills:

• Familiarity with Twin Atlas IPs, including Creatures of Sonaria, Horse Life, Dragon Adventures, and World // Zero.
• Experience using customer support SaaS tools such as Kustomer, Zendesk, or similar platforms.
• Experience using e-commerce platforms like Square and Shopify
• Strong understanding of e-commerce, merchandising, and fandom-driven communities.
• Experience working fully remote and collaborating across distributed teams.
• Additional skills in design, email marketing, HTML, UX, or related disciplines that support commerce and lifecycle marketing.

Location:

• Fully remote, but if Vegas sounds exciting, we can chat about relocation options.

Compensation:

• Part-time - $1,500 USD per month