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Community Support Manager - 1 Year FTC
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Are you passionate about gaming, player experience and building strong connections between communities and development teams?
We're working with a leading AAA game development studio seeking a Community Support Manager to support a major upcoming title. This opportunity will see you acting as the bridge between player support teams, community channels and internal development stakeholders, ensuring player feedback, support trends and emerging issues are clearly communicated and effectively actioned.
About The Role
As a Community Support Manager, you will act as the bridge between players, customer support teams and game developers.
Working closely with Community, Support and Development teams, you will oversee the processes that manage player feedback, issue escalation and support operations. You'll be responsible for identifying trends, surfacing player concerns and ensuring support teams are equipped with the latest information regarding game updates, known issues and player communications.
This role is ideal for someone who combines excellent stakeholder management skills with a passion for player experience, analytics and problem solving.
What You'll Do
Player Support Operations
- Act as the primary point of contact between Xbox/Microsoft Customer Support teams and internal development stakeholders.
- Establish and maintain efficient support workflows for:
- Issue triage
- Escalation
- Tracking
- Resolution management
- Ensure player issues are properly documented, prioritised and communicated.
- Support operational readiness around launches, updates and major releases.
Community & Player Insights
- Consolidate player feedback from multiple sources, including:
- Customer support channels
- Community forums
- Social media platforms
- Internal feedback systems
- Monitor sentiment, community discussions and emerging concerns.
- Identify recurring player pain points and opportunities for improvement.
- Translate player feedback into actionable recommendations for developers and stakeholders.
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Stakeholder Collaboration
- Work closely with Community Managers, Development Teams and Customer Support functions.
- Ensure support teams have accurate information on:
- Known issues
- Workarounds
- Upcoming updates
- Player-facing messaging
- Facilitate communication between support and development teams.
- Support the delivery of consistent and effective player communications.
Reporting & Analysis
- Analyse support ticket trends and player behaviour data.
- Track issue resolution and support performance metrics.
- Maintain dashboards, trackers and reporting tools.
- Provide regular insights and recommendations to internal stakeholders.
- Surface risks and emerging issues before they become larger problems.
Documentation & Process Improvement
- Maintain support operations documentation and workflows.
- Improve issue management and escalation processes.
- Ensure clear visibility across support activity and player concerns.
- Help establish best practices for community support and player feedback management.
What We're Looking For
Experience
- Proven experience in Community Support, Player Support, Community Management or Customer Support Operations.
- Experience supporting at least one published game title.
- AAA games industry experience is highly desirable.
- Experience working with community, live-service or player-facing products.
Technical & Operational Skills
- Experience using:
- Customer support ticketing systems
- Issue tracking platforms
- Reporting and analytics tools
- Community management tools
- Strong understanding of support workflows and escalation processes.
- Ability to gather and interpret player feedback from multiple sources.
- Experience maintaining structured reporting and operational documentation.
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Communication & Collaboration
- Excellent written and verbal communication skills.
- Strong stakeholder management abilities.
- Comfortable working with support teams, developers and external partners.
- Ability to clearly present player feedback and operational insights.
Analytical Thinking
- Strong problem-solving skills.
- Ability to identify trends and patterns from support data.
- Experience turning qualitative and quantitative feedback into actionable recommendations.
- Attention to detail and strong organisational skills.
Personal Attributes
- Genuine passion for video games and player communities.
- Proactive and solutions-focused mindset.
- Strong ownership and accountability.
- Collaborative and team-oriented approach.
- Ability to remain calm and organised in fast-paced environments.
Success In This Role
- Player-reported issues are tracked, escalated and resolved efficiently.
- Development teams receive clear, actionable player insights.
- Customer support teams are equipped with accurate and timely information.
- Community sentiment and emerging issues are identified early.
- Support operations run smoothly during game updates and key milestones.
- Players benefit from improved communication and overall support experiences.
Why Join?
- Contribute to one of the gaming industry's most iconic fantasy franchises.
- Work alongside a talented and collaborative AAA development team.
- Help shape the relationship between players and developers.
- Influence player experience through meaningful feedback and insight.
- Gain exposure to world-class community and support operations.
- Be part of a studio dedicated to creating memorable gaming experiences.
Location: Royal Leamington Spa, UK (Hybrid)
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