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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+ years 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

• Unlimited coaching & therapy - with Oliva, to support your mental health
• Stock Options - everyone owns a piece of our success
• Pension scheme - up to 5% employer matched contribution to finance those golden years
• 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

• 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
• Private Medical Insurance - full cover with AXA
• Healthcare Cash Plan - Level 3 cover with Medicash
• Cycle2Work Scheme - lease a bike through us and save on tax too!
• Electric Car Charging - electric car charging at our Port office in Edinburgh, Scotland.