Community & Support Manager

3 weeks ago


Riyadh, Saudi Arabia Savvy Games Studios Full time

Job reference
- 69
- Company Name
- Savvy Games Studios
- Salary
- Competitive
- Location
- Riyadh, Saudi Arabia
- Country
- Saudi Arabia
- Industry sector
- Marketing
- Job start date
- ASAP
- Posted date
- 29/03/2023
- Experience Level
- Mid-Senior Level
- Job type
- Permanent | Full Time
- Remote / Hybrid
- No

Savvy Games Studios (SGS) mission is to create a world-leading game studios in Saudi Arabia, creating high-quality games for international audiences. Also, to help Saudi's passionate gaming sector to develop homegrown IP and more broadly, make KSA a global hub for gaming.

As part of the SGS team, you will work alongside the best global gaming talents who have relocated to Riyadh to be part of the ambitious group, and innovative, passionate and hardworking Saudis.

SGS is seeking a Community & Support Manager to own player and customer relation to support SGS upcoming game titles. S/he will work in tandem with our marketing and production teams to build from scratch new communities, to create engagement and social media initiatives. As the "Voice of the Player" our Community & Support Manager will also define our Customer Support (and Service) strategy and process.

Key Responsibilities:

- Act as a the first line of communication and the "face of the game" for our players.
- Develop and execute the community strategy, developing programs, processes and communication tactics to foster community and players engagement, learning, and growth.
- Directly manage the games communities for all social media networks and internal tools (for. ex. Newsletter).
- Provide the ability for the community to communicate with the production team and vice versa.
- Develop reports that help track community growth, player sentiment and engagement across internal and external social channels and community platforms.
- Collaborate with game teams and brand teams to develop effective and engaging content for use across relevant channels.
- Document and disseminate update and patch notes to players.
- Create our companies Community Policies.
- Define and manage vendor Customer Support operations.
- Review vendor performance and ensure they adhere to SGS values, policies, procedures and expectations. Regularly provide feedback to internal stakeholders on findings and progress.
- Deliver all actionable insights on Customer Support contacts to cross-functional teams.
- Coordinate with Production Teams to identify and resolve game bugs.
- Review product roadmaps to anticipate and plan Customer Support needs.
- Responsible for the self-service efficacy of FAQ content in all assigned products.
- Monitor Customer Support KPIs and SLAs to quickly identify and drive actions.

Qualifications & Key Skills:

- 3+ years of experience in the Customer Care / video games industry. Bachelor's degree.
- Experience with CRM tools (Helpshift, Appbot, etc.).
- Knowledge and expertise managing player communities in gaming.
- Analytical abilities to investigate and report on Customer Support ticket drivers.
- Experience posting in Social Medias with the ability to drive engagement.
- Strong written and verbal communication skills in English.
- Able to work under pressure.

Let's bring Together Savvy Games Studios to the world.


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