AAA Game Community Support Lead

Playground Games Limited; Royal Leamington Spa; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Playground Games seeks a Community Support Manager for the Fable team in Leamington Spa, on an agency contract. You will own support operations and deliver actionable player insights, collaborating across support and development teams.

You will work in a hybrid studio with at least three days per week in-person, reporting through a managed service provider. Visa sponsorship is not available for this role.

Qualifications

• Proven experience on at least 1 published title, ideally AAA.
• Experience with customer support ticketing systems and reporting tools.
• Strong communication, problem-solving and analytical skills.
• A genuine passion for video games.

Responsibilities

• Act as the primary contact between Xbox/Microsoft Customer Support and internal Fable stakeholders.
• Establish and maintain processes for triaging, escalating, tracking, and resolving player-reported issues.
• Monitor support ticket trends and player pain points to identify risks and opportunities.
• Ensure teams have up-to-date information on known issues, game updates, workarounds, and messaging.
• Consolidate player feedback from support channels, community platforms, and social media.
• Translate insights into clear, actionable recommendations for development teams.
• Maintain dashboards and documentation related to support operations.

Skills

AAA experience

Communication skills

Analytical thinking

Stakeholder collaboration

Education

Experience with published title

Tools

Ticketing systems

Issue tracking tools

Player-insights reporting tools

Job description

Playground Games seeks a Community Support Manager for the Fable team in Leamington Spa, on an agency contract. You will own support operations and deliver actionable player insights, collaborating across support and development teams.

You will work in a hybrid studio with at least three days per week in-person, reporting through a managed service provider. Visa sponsorship is not available for this role.