About the Role
WiseHosting is looking for a Customer Support Specialist for both day and night shifts, who will be the first point of contact for server owners. In this role, you'll help players troubleshoot issues, set up Minecraft servers, and find answers to their questions.
This is a chance to be both a player advocate and the eyes and ears of our team: you'll be the first to see what makes customers happy and what confuses them, and you'll pass that insight on to the product team for development.
About Us
WiseHosting helps Minecraft players around the world play together with friends. It was created by Shulkercraft (2.4M subscribers), one of the largest Minecraft YouTube channels in the world. WiseHosting's goal is to make playing together simple and accessible for every player, regardless of skill level.
Key Responsibilities
Respond to customers via the ticket system, live chat, and Discord when needed.
Help players set up Minecraft servers or resolve performance and billing issues.
Write and update help articles, guides, and FAQs so that recurring questions are easy to find.
Identify recurring issues and patterns, and relay that feedback to the product and development team.
Work scheduled day (8:00 to 16:00 or 16:00 to 0:00) or night shifts (00:00 to 8:00), GMT+3.
Ensure every customer experience is as friendly, fast, and solution-oriented as possible.
Continuously learn about Minecraft versions, plugins, modpacks, and hosting to become a better partner for customers every week.
Who We're Looking For
Excellent written communication skills in English. Most customers are English-speaking, though some cases come in other languages such as Spanish.
Patient, solution-oriented, and calm communicator - even when a customer is frustrated, confused, or upset.
Personal experience with Minecraft (servers, modpacks, etc.) or a strong willingness to learn quickly.
A technical background in the hosting world is a plus.
Strong problem-solving skills. Willing to research and learn on your own when you don't know the answer.
Able to work independently, manage multiple tickets at once, and stay well organized.
Why Join the Team?
Work in a niche that's genuinely fun. Minecraft, servers, player communities.
Opportunity to work at a fast-growing company.
We strongly support growth alongside support work in any area of interest: development, system administration, design, marketing, and more.
An extremely ambitious and growth-hungry team.
Your work and impact are directly visible in results. Customers frequently share feedback about their support experience.
Collaborate daily with a highly influential brand in the Estonian and Minecraft space (Shulkercraft).