Community Experience Lead (Hybrid) – Game Support

Playground Games Limited; Royal Leamington Spa; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

Playground Games Limited is seeking a proactive Community Support Manager to join the Fable team in Leamington Spa on an agency contract. You will lead support operations, triage and resolve player issues, and translate feedback into actionable guidance for developers while working within a hybrid studio model.

You'll coordinate with Xbox/Microsoft Customer Support, monitor ticket trends, maintain dashboards, and ensure up-to-date information on known issues and game updates for the player

Qualifications

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

Responsibilities

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

Skills

Customer support experience

Communication skills

Analytical skills

Problem solving

Stakeholder collaboration

Tools

Ticketing systems

Issue tracking tools

Player-insights reporting tools

Job description

Playground Games Limited is seeking a proactive Community Support Manager to join the Fable team in Leamington Spa on an agency contract. You will lead support operations, triage and resolve player issues, and translate feedback into actionable guidance for developers while working within a hybrid studio model.

You'll coordinate with Xbox/Microsoft Customer Support, monitor ticket trends, maintain dashboards, and ensure up-to-date information on known issues and game updates for the player