Community Support Manager - Agency Contract

Playground Games is looking for a Community Support Manager to work alongside the talented Fable team in Leamington Spa on an agency contract.

As a Community Support Manager, you will work alongside the Community team to deliver world-class support operations, actionable player insights, and seamless collaboration between support and development teams.

Responsibilities:

• 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.

Requirements:

• 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.

Benefits:

• Opportunity to contribute to a world-class game while working alongside an established, talented, and collaborative team.
• Hybrid working model with a minimum of three days per week in the studio.