Community Support Manager - Agency Contract

Playground Games; Royal Leamington Spa; On-site; GBP 42,000 - 56,000; Full time

Job summary

Playground Games in Leamington Spa is seeking a Community Support Manager to join the Fable team on an agency contract. You will partner with Xbox/Microsoft Customer Support and internal stakeholders to streamline triage, tracking, and resolution of player issues, while ensuring accurate knowledge for players.

The role is hybrid with three days a week in the studio, and you will translate community insights into actionable recommendations for the development teams, maintaining dashboards and

Qualifications

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

Responsibilities

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

Skills

Communication skills

Problem-solving

Analytical thinking

Tools

Ticketing systems

Issue tracking

Insights tools

Job description

Playground Games is looking for a Community Support Manager to work alongside talented Fable team in Leamington Spa on an agency contract.

About us

As a premier first-party Xbox Game Studio, we are passionate about creating genre-defining games that are accessible, beautiful, and, most of all, fun. We are currently developing the next chapter of the beloved Fable franchise, and we are looking for exceptional talent to work alongside our team as we continue to bring this iconic fantasy world to life.

About the role

As a Community Support Manager, you will work alongside the Community team to deliver world-class support operations, actionable player insights and seamless collaboration between support and development teams. You will own the processes that track, triage, escal…

This position is offered on an agency contract, with the successful candidate employed by one of our trusted recruitment partners and assigned to work with Playground Games. The role is based at our state-of-the-art studio in Royal Leamington Spa, operating under our hybrid working model with a minimum of three days per week in the studio.

We are looking for a promising Community Support Manager who is passionate about their craft, skilled in player support operations, stakeholder collaboration, problem solving and delivering actionable insights, and eager to contribute to the development of Fable.

What you’ll do:

• 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.

What you’ll bring

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

Why join us?

This is a fantastic opportunity to contribute to a world-class game while working alongside an established, talented, and collaborative team at one of the industry's most exciting first-party game studios. Although you will be employed by an agency partner, you will work day-to-day with the Playground Games development team, helping bring the next chapter of Fable to players around the world.

If you require any reasonable accommodation to apply for this position, please contact us on [e-mail]