Customer Service & Moderation Agent (Fully Remote - Contract)
Digital nomads. Work from anywhereCompany: Neopets
The Opportunity
With 150 million registered users globally, Neopets is one of the defining games of early internet culture. In the US and Canada, an estimated 1 in 2 Zillennials grew up playing it. That's tens of millions of adults who already have a deep emotional connection to this brand. We're just getting started rebuilding it.
Revenue has tripled since the revival. Our recent Gong Cha collab put us into 400 stores across the US and Canada, with merchandise landing in Walmart, Target, Hot Topic, and more. The ambition from here: rebuild Neopets into one of the top virtual pet brands in the world.
The role
You’d help uphold Neopets’ long-standing commitment to a safe, welcoming, and fun environment. It’s a hybrid role, split evenly between two things every Neopian notices: how smoothly the site runs and how safe it feels.
You’ll work a regular 9-hour shift, five days a week, with performance measured through weekly ticket resolution goals and adherence to moderation standards.
Customer Support
* Handle and respond to player support tickets professionally and efficiently.
* Meet a weekly target for ticket resolution volume while maintaining quality.
Content Moderation
* Moderate Neoboards, Neomail, and other player interactions to enforce site rules.
* Apply appropriate actions — warnings, silences, suspensions — based on the violation.
* Investigate reports of harassment, cheating, inappropriate content, and more.
* Stay on top of current events, trends, and community sentiment to better read chat behaviour in context.
Documentation & Feedback
* Maintain clear documentation of every action taken.
* Flag emerging issues and contribute to improvements in moderation policy and player safety.
Who You Are
* 3–4+ years of experience in customer service. Moderation experience is a bonus, not a requirement.
* Strong knowledge of Neopets — the site’s features, rules, and community culture. You don’t just know the game, you get it.
* Excellent written communication and sharp decision-making skills.
* Comfortable in fast-paced environments, handling sensitive topics with care.
* Able to work 9-hour shifts, five days a week, aligned to Malaysia time zone.
* Familiarity with customer service platforms like Zendesk.
* General awareness of online behaviour trends and the current events shaping digital communities.
How to Apply
Send your resume and a short cover letter to community@neopets.com by 20 July 2026.