Online Community Manager
Leading Gaming Client - Community Management (Working from Home - UK) You must be at least 18 years of age and living in the UK to apply for this position Start date Friday 11th October 2024 Training is carried out from home in an online virtual classroom and must be attended 100% along with self-paced work. All time in training will be paid. Training is Monday to Friday 1pm to 4pm (GMT) from Fri 11th October to 1st November. After that, you get to choose your hours anytime 24/7. Language Skills Fluent English (Spoken & Written) AND Native German Speaker OR Fluent French Hours - 15 hours per week to begin with (This role will be Part-Time) MUST HAVE PREVIOUS EXPERIENCE IN COMMUNITY MANAGEMENT (PAID OR VOLUNTEER)
MISSION:
Develop a deep understanding of client processes and how to apply these processes.
Take ownership of customer interaction and provide world class level of support.
Provide exceptional customer experience as measured through customer surveys.
Meet and exceed expectations
PROFILE:
Passion for the gaming industry.
Demonstrate strong logical thinking.
Passionate about engaging with players while understanding their issues and finding solutions.
Have a consumer-oriented mindset and willingness to provide the best service.
Advanced technical knowledge and experience.
High level of reading comprehension and understanding of game-specific terminology, slang, and context.
LANGUAGES:
For German excellent written skills (fluency and accurate typing). Testing: CEFR 1 for assigned language, English CEFR B2 or better.
COMMUNITY MANAGEMENT ROLE
General Responsibility:
Able to manage Moderators and interface effectively with Management.
Duties may include
Manage brand social media channels; monitor and drive conversation; oversee moderation, publish regular content, following the content calendar.
Analyze social channel data and prepare reports on community health.
Publish and potentially create content.
Create compelling marketing communications to acquire, engage, and excite game fans.
Design and deploy in-game community management features (i.e. FAQs, tips & tricks, Game Guide).
Communicate regularly with Customer Support and Moderators.
Regularly engage with players at a 1:1 level, encouraging discussion and engagement to contribute towards the growth of the community.
Identify and engage with-high value customers, rewarding valuable players for spending time in the game/community.
Assist in Influencer programs, contests, and other community engagement programs.
Support product marketing to execute cross-promotions across games and channels.
Deliver regular community updates to the business, informing them of community sentiment and player-focused campaign performance.
Provide qualitative and quantitative feedback based on A/B testing and consumer insights through online surveys, polls, and close monitoring of community channels.
Engagement Moderation, crafting personal, appropriate, on-brand responses to players.
Communications, able to craft commentary and present company updates and information in a clear, authentic manner, with excellent grammar and game vocabulary.
Monitoring all assigned Community channels, and coordinating Moderation efforts, offering guidance to Mods as needed.
Understanding of escalation pathways for sensitive or critical content, in accordance with the client's guidelines.
Able to task-switch with ease, and evolve as the requirements of the role change over time.
Participate in weekly product calls to share the highlights regarding the store reviews
Event planning and execution, attendance at the live streams, reporting, and participation in community celebration events.
Escalate service interruptions: Forward information about service interruptions to the team, create IT tickets
Compensation: Prepare and send gifts to players to compensate game issues
Rest assured, we will be here to help and support you along the way during the admissions process, through training and going forward once you have certified.
A criminal record check will need to be provided to us but we refund the cost for this.
You must be at least 18 years of age and living in the UK to apply for this position
Requirements
For this role, you will need:
Laptop or PC (No Macs or Chromebooks allowed) with at least 12GB of Ram, An i5-7000, i7-5000 or i9 processor, Windows 11 and a 2 screens at least 17" (or if using a laptop with a screen smaller than this, a second monitor at Least 17" connected to your laptop.)
Wired connection to broadband (Fibre broadband at least 25 Mbps download and 10 Mbps upload) n.b Wireless is not permitted and will not work
