At a Glance
- Tasks: Support the Fable team by managing player feedback and resolving issues.
- Company: Join Playground Games, a leading Xbox Game Studio creating iconic games.
- Benefits: Hybrid working model, collaborative environment, and the chance to work on AAA titles.
- Other info: Work with a talented team in a state-of-the-art studio.
- Why this job: Be part of the next chapter of Fable and make a real impact in gaming.
- Qualifications: Experience in player support and a passion for video games.
The predicted salary is between 40500 - 49500 £ per year.
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.
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Community Support Manager - Agency Contract in Royal Leamington Spa employer: Playground Games Limited
Playground Games is an exceptional employer, offering a vibrant and inclusive work culture that fosters creativity and collaboration. As a part-time receptionist, you'll be at the heart of our operations, supporting a talented team in a dynamic environment while enjoying opportunities for personal growth and development. Located in Leamington Spa, we pride ourselves on our commitment to diversity and well-being, ensuring every team member feels valued and empowered to contribute their unique voice.
StudySmarter Expert Advice🤫
We think this is how you could land Community Support Manager - Agency Contract in Royal Leamington Spa
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Playground Games Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Playground Games Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Community Support Manager - Agency Contract in Royal Leamington Spa
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Playground Games Limited:Your cover letter is your chance to shine! Tell us why you want to work at Playground Games Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Playground Games Limited!
How to prepare for a job interview at Playground Games Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
