Community Support Manager
Department: Marketing
Employment Type: Permanent - Full Time
Location: Remote
Reporting To: Deborah Harpur
Description
We are looking for a proactive and dedicated Community Support Manager to drive our Player Support, Community Management, Moderation, and Trust & Safety initiatives across the studio and products. In this role, you will also serve as the primary studio contact for the publisher on community safety matters for our AAA action-adventure game.
You will be responsible for managing community care operations, ensuring content moderation, fostering a safe and inclusive environment, and ensuring a positive experience for all players. Through your expertise, you will guide cross-functional teams, embedding safety and community-building strategies into every stage of product development.
Key Responsibilities
Community Management & Support:
- Act as the primary contact for user safety concerns on the UGC platform and AAA game.
- Lead community support operations, ensuring timely, effective technical support and player assistance.
- Develop and maintain community engagement strategies to promote positive interactions and encourage collaboration between players.
- Cultivate relationships with community influencers, moderators, and key players to foster a healthy and respectful community.
- Analyze support data and trends to enhance response times and improve community satisfaction.
Moderation & User Safety:
- Drive content moderation efforts, ensuring adherence to community guidelines and platform policies.
- Oversee moderation tools and work with human moderators to identify and remove harmful, offensive, or illegal content.
- Ensure proactive moderation policies that respect community freedom while maintaining safety and inclusion.
- Lead initiatives for improving community member awareness of safety features like block, report, and mute options.
- An opportunity to have a lasting impact on the gaming community’s safety and inclusivity.
Trust & Safety:
- Develop and enforce clear community and content guidelines to foster a secure and respectful online space.
- Partner with internal and external teams, including law enforcement, industry bodies, and NGOs, to address severe safety threats and support at-risk users.
- Conduct quarterly policy reviews, incorporating player feedback to enhance safety measures and community trust.
- Ensure transparency and communication with the community about safety actions taken.
Team Leadership & Development:
- Lead, mentor, and upskill internal teams, ensuring they are equipped with the latest tools and best practices for player support and moderation.
- Develop skill-building initiatives, creating opportunities for team members to grow in community management, safety enforcement, and conflict resolution.
- Foster a strong sense of collaboration across departments (e.g., Development, Marketing, and Legal) to ensure community safety remains a priority at every stage of the product lifecycle.
Requirements
- 4+ Yearlys of experience in community care, content moderation, online safety, or a related field.
- Strong understanding of online harassment, cyberbullying, digital safety, and community management best practices.
- Proven ability to handle sensitive issues with empathy and professionalism.
- Experience with community management tools, content moderation platforms, and safety enforcement systems.
- Excellent communication, interpersonal, and cross-functional collaboration skills.
- A genuine passion for creating inclusive, welcoming, and safe gaming environments.
Preferred Qualifications:
- Experience in the gaming industry, particularly with AAA titles or UGC platforms.
- Familiarity with legal and regulatory frameworks related to online safety.
- Previous leadership experience in building and managing a community safety team.
Benefits
Our Global Benefits & Perks
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Unlimited coaching & therapy — with Oliva, to support your mental health
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Stock Options — everyone owns a piece of our success
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Pension scheme — up to 5% employer matched contribution to finance those golden Yearlys
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Socials — office & remote events, play sessions and company-wide parties
- And even more benefits based on your location!
If you’re based in the UK
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25 Annual Leave + 8 bank holidays - we’re flexible with most bank holidays so you can use the time to celebrate what’s important to you
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Private Medical Insurance - full cover with AXA
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Healthcare Cash Plan - Level 3 cover with Medicash
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Cycle2Work Scheme - lease a bike through us and save on tax too!
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Electric Car Charging - electric car charging at our Port office in Edinburgh, Scotland.