Player Experience & Community Manager

Ghost Story Games is a self-publishing game development studio founded by Ken Levine (Creative Director of System Shock 2, Bioshock, and Bioshock Infinite) and former Irrational Games developers.  The studio’s mission is to create narrative-driven experiences rooted in immersive world building and gameplay. 

RESPONSIBILITIES

• Community & Social Media:
  • Develop and execute strategy for owned social media and community channels
  • Develop player engagement strategies to foster a long-lasting community
  • Craft social media content, draft copy, and drive asset ideation and production
  • Monitor and respond to player inquiries
• Content Creators:
  • Identify, build and maintain in-house relationships with content creators
  • Provide hands-on support and/or manage external resources to provide hands-on support for creators engaging with our game
• Customer Service:
  • Build a customer service solution including onboarding and managing a BPO and customer service tool
  • Create and maintain a customer service run book that outlines protocols, roles, responsibilities, and escalation plans
  • Maintain an internal and external knowledge hub
• Email marketing: Draft and distribute newsletter and bespoke marketing emails  
• Analytics & Reporting: Define and report on KPIs, report on player sentiment, and make recommendations for improving engagement for all areas of ownership
• Campaign & Operational Support:
  • Assist with playtesting efforts including onboarding play testers, managing virtual and IRL technical set ups, and other operational needs as they arise
  • Collaborate with the broader marketing team on campaign planning, research, competitive analysis, and copywriting
• Other duties as assigned

YOU’LL EXCEL IF

• You can use data to back up your recommendations
• You’re ready to challenge conventional wisdom
• You have deep familiarity with online and IRL gaming communities, especially for single player games and using indie developer communication styles
• You understand audiences’ behaviors, creator and community motivations, and key industry platform algorithms  
• You have a basic knowledge of Adobe Photoshop

QUALIFICATIONS & EXPERIENCE

• 5+ years experience in the video game community management role  
• Has shipped at least 2 games on PC and console in a community manager role
• Strong written and verbal communication

Must be eligible to work in the U.S.