Community Manager - Support

Role Overview:
Are you passionate about understanding what gamers are saying and feeling across
social platforms? Can you spot emerging trends in community sentiment before they
become widespread?

We're seeking a Social Media Support & Insights Specialist who will serve as our
"community pulse checker" - monitoring, analyzing, and responding to user
sentiment across all our social channels. In this role, you'll be responsible for
implementing our social listening framework, running regular analyses, and working
collaboratively with our support team to address user concerns in real-time.
This position is perfect for someone who combines analytical thinking with genuine
empathy for our gaming community. You'll be tracking how sentiment changes over
time, especially around feature launches and updates, while actively engaging with
users to resolve issues and build trust.

Key Responsibilities:

Social Listening & Analysis:
- Implement and maintain our established social listening framework across all
platforms (Upgrade to see actual info, Reddit, Facebook, X, and YouTube)
- Independently conduct regular social sentiment analysis, identifying key
trends and patterns
- Create detailed reports on user sentiment changes over time, especially
following feature launches or app updates
- Develop actionable insights from social data to help improve user experience
- Identify emerging issues before they become widespread complaints

Community Engagement:
- Respond to user queries across social platforms
- Collaborate with the support team to address complex user concerns
- Cultivate positive relationships within our gaming community
- Flag critical issues for immediate attention
- Provide users with accurate and helpful information about our platform

Cross-Functional Collaboration:
- Share social sentiment insights with Product, Development, and Marketing
teams
- Work with teams to develop responses to common questions or concerns
- Participate in post-launch retrospectives to evaluate community response

Required Qualifications:
- 2+ years of experience in social media management, community
management, or customer support
- Active PC gamer with deep understanding of gaming culture and mechanics
- Strong analytical skills with the ability to identify patterns in qualitative data
- Experience with social listening tools and sentiment analysis methodologies
- Excellent written communication skills with ability to adapt tone for different
platforms
- Deep understanding of gaming communities and culture
- Proficiency managing multiple social platforms (Upgrade to see actual info, Reddit, Facebook,
etc.)
- Self-motivated with the ability to work independently
- Strong problem-solving skills and attention to detail

Preferred Qualifications:
- Experience supporting a gaming platform or software product
- Background in data visualization or reporting
- Knowledge of modding communities
- Experience with creating support documentation
- Understanding of community moderation best practices

Core Competencies:
- Community-First Mindset: Always considers the user's perspective and
advocates for their needs
- Analytical Thinking: Ability to process large amounts of qualitative data and
identify meaningful insights
- Proactive Communication: Identifies potential issues before they escalate and
communicates them effectively
- Adaptability: Comfortable working across multiple platforms and adjusting to
changing priorities
- Cultural Awareness: Deep understanding of gaming community dynamics and
expectations

What We Offer:
- Work with a team passionate about enhancing gaming experiences
- Competitive compensation package
- Remote work flexibility

How to Apply:
Send us a link to your resume with updated skills and related experience.