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For Companies At a Glance
- Tasks: Lead community operations and manage a team to enhance user engagement and satisfaction.
- Company: Join Side, a global leader in video game development and services with a passion for gaming.
- Benefits: Enjoy remote work flexibility, competitive pay, and opportunities for professional growth.
- Why this job: Be part of a vibrant gaming community and shape unforgettable player experiences.
- Qualifications: 3+ years in community management with strong leadership and communication skills required.
- Other info: DUBS values diversity and inclusivity, welcoming passionate gamers to apply.
The predicted salary is between 36000 - 60000 £ per year.
Side (formerly PTW) is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in 2009 and drawing on 30+ years\’ experience from our parent company in Japan, Side has since grown to become a global force with 20 studios in 14 countries across North America, Europe, South America, and Asia.
Our industry-leading services include game development, art production, audio production, quality assurance, localization, localization QA, player support, community management, and datasets.
Help us bring stories to the world! Join a global team of passionate gamers and contribute to delivering unforgettable game experiences.
Experience our side of life. For more information, visit www.side.inc.
Designation/Title: Community Operations Manager
Location: North America (Remote)
Expected Date of Joining: Immediate
About DUBS
DUBS is a rapidly growing mobile app built to connect gamers worldwide through seamless group finding (LFG), chat, and real-time community features. Our core audience is gamers, with a special focus on younger and diverse player communities. DUBS aims to provide a safe, inclusive, and engaging environment for users to connect, play, and share.
The Role
We are looking for a hands-on Community Operations Manager to lead our support and engagement services for the DUBS app. This role is pivotal in scaling our community presence, driving initiatives that foster participation and retention, and overseeing a high-performing team of 9–12 Player Support & Moderation staff, including a Team Leader and Tier 2 roles.
You will help build a world-class user experience rooted in empathy, responsiveness, and a vibrant community culture, while maintaining operational excellence and aligning with DUBS’ growth goals. While initially supporting North American users, you’ll also help lay the foundation for future international expansion.
Key Responsibilities
- Lead Community Operations:Manage and scale a team of community moderators and support agents, ensuring excellent service across all shifts and channels.
- Drive Community Engagement:Design and execute programs that enhance user participation, satisfaction, and long-term retention.
- Coach & Develop:Mentor and guide your team, fostering a performance-driven and accountable culture.
- Relationship Management:Build and nurture relationships with VIP community members, creators, and influencers.
- Cross-Functional Collaboration:Partner closely with Product, Marketing, and Publishing to align community strategies with broader company objectives.
- Platform Oversight:Oversee in-app lobbies, chat channels, and app store reviews to ensure positive user interactions.
- User Insights & Reporting:Gather and analyze user feedback and KPIs, surfacing actionable insights for internal stakeholders to improve user experience and operations.
- Escalation & Incident Response:Act as lead point of contact during key moments—such as content launches or incident responses—escalating issues as needed.
Must Have
- 3+ years in community management, operations, or digital support for games, tech platforms, or entertainment.
- Proven leadership managing teams in community moderation and player support.
- Experience with live service operations, escalation flows, and real-time responsiveness.
- Strong background handling user safety, wellbeing, and sensitive online issues.
- Familiarity with platforms and tools such as Zendesk, Community Sift, and analytics dashboards.
- Deep understanding of gaming and social mobile apps, including iOS and Android troubleshooting.
- Flexible availability to support a 24/7 team (primarily in Pacific Time, but with flexibility for the right candidate).
- Strong communication and cross-functional collaboration skills.
Nice to Have
- Experience with younger user demographics in the gaming industry.
- Prior experience scaling support teams during international expansion.
- Background in influencer or creator community management.
DUBS is committed to building a diverse and inclusive team. If you’re passionate about gaming communities and excited to shape the future of player support, we’d love to hear from you!
Full – Time Employee Benefits
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Community Operations Manager employer: Pole To Win International
Contact Detail:
Pole To Win International Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Community Operations Manager
✨Tip Number 1
Familiarise yourself with the DUBS app and its community features. Understanding the platform inside out will help you demonstrate your passion for the product and show how you can enhance user engagement.
✨Tip Number 2
Network with current or former employees in community management roles, especially those who have worked with gaming apps. They can provide valuable insights into the company culture and expectations, which can be beneficial during interviews.
✨Tip Number 3
Prepare examples of successful community engagement initiatives you've led in the past. Highlighting your experience in driving participation and retention will showcase your ability to meet the role's key responsibilities.
✨Tip Number 4
Stay updated on trends in gaming and community management, particularly around younger demographics. Being knowledgeable about current issues and interests in the gaming community will help you connect with the interviewers.
We think you need these skills to ace Community Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in community management and operations, especially within the gaming industry. Use specific examples that demonstrate your leadership skills and ability to manage teams effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for gaming communities and how your background aligns with the role of Community Operations Manager. Mention any specific experiences that showcase your ability to drive community engagement and support.
Showcase Relevant Skills: Emphasise your familiarity with tools like Zendesk and your understanding of user safety and wellbeing. Highlight any experience you have with younger demographics or scaling support teams, as these are key aspects of the role.
Prepare for Potential Questions: Think about how you would handle various scenarios related to community management and user engagement. Be ready to discuss your approach to mentoring team members and collaborating with cross-functional teams during the interview process.
How to prepare for a job interview at Pole To Win International
✨Show Your Passion for Gaming
Make sure to express your enthusiasm for gaming and community management during the interview. Share personal experiences or projects that highlight your love for games and how they relate to the role.
✨Demonstrate Leadership Skills
Prepare examples of how you've successfully managed teams in the past. Discuss specific strategies you used to motivate and develop your team, especially in a community moderation or player support context.
✨Understand User Engagement Strategies
Familiarise yourself with effective community engagement techniques. Be ready to discuss how you would design programs to enhance user participation and retention, particularly for younger demographics.
✨Be Ready for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-time situations. Think about how you would handle escalations or incidents, and be prepared to share your thought process and decision-making criteria.
