Remote Community Manager for Major Gaming Client – Work from Home, Bilingual English and German[...] in Wakefield

To all Gamers and Player Fans: Here is an opportunity to earn from home providing email and chat support for a global pioneer in gaming and entertainment. This industry leader is world-renowned for its premier gaming subscription service and catalog of award-winning titles. If you love gaming, take this opportunity to combine your passion with revenue-generating gig work. Earn from home and make money doing what you love.

What’s Needed to Provide Support for this Client:

• Proficiency in reading, writing, and speaking English, German, and French is essential.
• Understand nuances and cultural differences.
• Passion for the gaming industry.
• Engaging with players while understanding their issues and finding solutions.
• High-functioning community expertise specialized in the gaming space, self-starter, proactive, able to manage Moderators and interface effectively with Management.
• High level of reading comprehension and understanding of game-specific terminology, slang, and context, striving for expertise in the games they support.
• Efficiently manage time to respond promptly to customer inquiries, ensuring a timely resolution.

Must-Have Qualities and Capabilities:

• Manage brand social media channels; monitor and drive conversation; oversee moderation, publish regular content, following the content calendar.
• Analyze social channel data and prepare reports on community health.
• Publish and potentially create content on brand website (news).
• Create compelling marketing communications to acquire, engage, and excite game fans.
• Design and deploy in-game community management features (i.e. FAQs, tips & tricks, Game Guide).
• Communicate regularly with Customer Support and Moderators.
• Regularly engage with players at a 1:1 level, encouraging discussion and engagement to contribute towards the growth of the community.
• Identify and engage with high-value customers, rewarding valuable players for spending time in the game/community.
• Assist in Influencer programs, contests, and other community engagement programs.
• Work with Community Developer and Marketing team to develop, update, and execute community engagement calendar.
• Support product marketing to execute cross-promotions across games and channels.
• Deliver regular community updates to the business, informing them of community sentiment and player-focused campaign performance.
• Provide qualitative and quantitative feedback based on A/B testing and consumer insights through online surveys, polls, and close monitoring of community channels.

Engagement Moderation:

• Crafting personal, appropriate, on-brand responses to players.
• Content Moderation if volume spikes demand it.
• Communications, able to craft commentary and present company updates and information in a clear, authentic manner, with excellent grammar and game vocabulary.
• Monitoring all assigned Community channels, and coordinating Moderation efforts, offering guidance to Mods as needed.
• Understanding of escalation pathways for sensitive or critical content, in accordance with the client’s guidelines.
• Ability to identify and elevate sensitive issues to Community Developer and Marketing Team with alacrity, ensuring all actions and responses are approved.
• Able to task-switch with ease, and evolve as the requirements of the role change over time.

Specific to Mobile HQ:

• Store review sentiment analysis can be performed by an EN-speaking agent as a side task.
• Analyze the store reviews submitted throughout the week.
• Provide a weekly report summarizing the highlights and the breakdown of the store reviews based on the given template.
• Participate in weekly product calls to share the highlights regarding the store reviews.

Specific to sandbox type Games:

• Forum and Discord moderation.
• Event planning and execution, attendance at the gaming live streams, reporting, and participation in community celebration events.

Specific to TSO:

• Deployments & other downtimes: Communicate deployments & service interruptions on TSO website and social media.
• Changelogs: Translate, publish, and clarify changelogs; write dev diaries for new content after briefing by game design.
• Announcements: Promote in-game offers and events on TSO website and social media.
• Interaction: Suggest and prepare player interaction on social media or TSO forum (posts for player engagement and visibility of the game on social media).
• Escalate service interruptions: Forward information about service interruptions to the team, create IT tickets.
• Compensation: Prepare and send gifts to players to compensate game issues.
• CM report: Prepare a weekly report about the community mood, most discussed issues, player requests etc.
• Player Reports, Bans and Sanctions: All of this is handled by the CM team.

Community platforms may include:

• Forum and Discord moderation.
• Event planning and execution, attendance at the gaming live streams, reporting, and participation in community celebration events.
• Channels: Forum, Discord, Facebook, X (Twitter), R6M, YouTube, Instagram, and TikTok.

What It Takes to Succeed:

• You must be self-motivated, possess outstanding problem-solving skills, demonstrate patience and empathy, and be able to work under pressure, handling potentially stressful situations.
• Excellent written, listening, and verbal communication skills are a must.
• It’s also important to deliver knowledgeable, friendly, and customer service while efficiently navigating multiple systems.
• No degree necessary – This great work-from-home opportunity for anyone who is ready to invest in themselves and work hard on your own terms!

Prior to servicing a client opportunity through the Arise® Platform, a series of assessments and a virtual certification course must be successfully completed.

About Arise:

Arise connects small home-based businesses, run by people like you, to prestigious Fortune 500 clients through a virtual platform. Arise provides the clients, you provide the service. You can select the support programs you wish to service and create your own schedule from available intervals – all from the comfort of home.

This is not an offer of employment. It is an opportunity to enter into a business-to-business relationship with Arise.