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Lead Community Manager

THE LOW-DOWN:

East Side Games is hiring for a Lead Community Manager in our beautiful Vancouver office! You (yes, you!) will lead our team of 8 talented Community Reps and Social Content Editor, ensuring our first line of player-facing ESGers is supported and well-equipped for success. You'll build out the Community team toolkit and resource base while learning the ins-and-outs of your team's roles and advocating for them in higher-level meetings. When needed, you'll take on player support tickets and jump into social and livestream activities as a studio representative.

 

WHAT YOU'LL BE DOING:

 

  • Embody our “Community is Everything” philosophy by representing our customers across the studio and projects.
  • Be an active and honest leader/mentor for your team by setting measurable individual and department goals.
  • Continually evaluate your team’s workflow, tools and processes to identify and lead improvements.
  • Interact and respond to player issues quickly and consistently through a variety of support channels (forum, online CRM, social media, etc.).
  • Develop and build our studio community team and internal/external presence to improve monetization, player engagement, and overall customer satisfaction.
  • Identify communication/social/game trends to push the innovation/creativity in our industry; review effectiveness of all campaigns.
  • Constantly strive to increase your team’s throughput and ability to respond to support requests.
  • Work with stakeholders to deliver world-class customer service for ESG’s games.

 

WHAT YOU'LL NEED:

  • Bachelor’s degree and/or college diploma in business, marketing, communications, or equivalent experience.
  • 5+ years of people management in the areas of online communications, client relations, and/or customer support teams, preferably in the games industry.
  • Demonstrated experience in setting, managing and hitting targets and the ability to identify and provide solutions for improvement.
  • Strong analytic and reporting skills. You understand the difference between qualitative and quantitative data and when to use each in your reports.
  • Experience creating customer support initiatives (preferably with a net positive ROI).
  • Active involvement in social networking (Twitter, Facebook, Instagram, blogs, etc.).
  • Able to work out of office hours (i.e. attend killer industry events) and be a face of ESG.
  • Strong written and verbal communication skills.
  • A passion for social and mobile games!

 

BONUS POINTS IF YOU'VE GOT THESE:

  • Grit: you willingly take on challenges with perseverance and produce results.
  • Demonstrated experience managing online communities.
  • Knowledge of game streaming and video channels: Twitch, Facebook Live, Youtube Gaming, etc.
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