Community Support Manager - Agency Contract

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 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 collaborate with 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, elevate, and resolve player-reported issues, while consolidating and sharing feedback and trends from support and community channels to stakeholders.

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.

Please note, as this position is offered through a managed service provider, we are unable to provide visa sponsorship for this role.

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.

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.