SEROTONYL

• Handled 1–8 support requests daily — from two-minute fixes to disputes that stretched over weeks.
• Explained non-standard custom mod mechanics clearly enough that players thanked me for the walkthrough, unprompted.
• De-escalated sensitive situations with care, including disputes over in-game purchases made in questionable judgment.
• Kept communication honest during long waits for information, rather than inventing timelines to make players feel better.
• Wrote the role descriptions for two support positions and designed the onboarding pipeline that trained every agent after me.

How new support agents got trained

1. Application reviewed, then a voice call to talk through hypothetical situations.
2. First day: shadow an experienced agent, no tickets yet.
3. First real ticket, solo — but tagging me to review before closing.
4. Independent work, with targeted help on whatever edge case came up.

The structure held for over a year and kept running well after I moved on — the server closed some time later, but not because the system broke.