Klang is a game &amp; entertainment studio exploring the future of humanity through various forms of media - we're hiring!

Klang Games


Player Support Manager

The Player Support Manager will be crucial in shaping the player support experience for SEED, the company's persistent world game. This role involves building a support function from the ground up, ensuring players feel heard and respected. Responsibilities include defining the vision for player support, managing the external support vendor, analyzing support trends, creating support content (FAQs, macros, etc.), and championing a fair and human support experience. The role requires strong communication, empathy, and analytical skills to understand player needs and improve the support process. The Player Support Manager will also be responsible for knowledge base creation and management to optimize the knowledge cycle to match the cadence of the development team.

<div>At Klang, we create products that inspire people to deepen their understanding of the emergent nature of society and collectively envision a better future. At the heart of Klang is SEED, an accessible, persistent world in which players share a history and shape a future. We provide an environment for a broad audience to belong and develop relationships in a society simulation inspired by life itself. We aspire to bring people together through engaging media experiences and by building strong communities. It's a super exciting project, but in order for us to achieve a goal like this we are going to need a lot of help! From people just like you.</div><div>We’re in search of a Player Support Manager (f/m/d) who can play a pivotal role in creating, what we believe, will be the first MMO of its kind. In this role, you’ll be the vision holder for how we care for our players when things go wrong (or just feel confusing).&nbsp; &nbsp; So who would you be working with? You’ll work at the intersection of community, QA, and product, helping us build a support function from the ground up — one that empowers players to solve their own issues whenever possible, and ensures they always feel seen, heard, and respected when a ticket is required. This is a mid-level role with a lot of ownership — ideal for someone who’s ready to define what great support looks like and build toward a future leadership path. &nbsp; So, what would you be doing? <ul> <li>Define and own the vision for player support, defining scalable systems, processes, tools, and operational structures from scratch</li> <li>Manage and maintain the relationship with our external support vendor and their agents</li> <li>Set and uphold standards for quality in ticket handling, including regular reviews, coaching, and feedback loops</li> <li>Analyze support trends and surface insights to the product, QA, and community teams to proactively address root causes</li> <li>Collaborate with internal teams to create clear, player-first support content (FAQs, macros, etc.)</li> <li>Knowledge base creation and management for knowledge cycle optimization that matches the cadence of the development team.</li> <li>Champion a support experience that is fair, human, and aligned with our values — even when we can’t say yes to every request</li> <li>Manage our support tools, including our AI-powered platform Theymes, and help evolve how we use them</li> </ul> &nbsp; You could be the person we are searching for, if you… <ul> <li>Have experience in player support, customer service operations, or community support — ideally in games or tech</li> <li>You’ve worked with support vendors before, and know how to motivate, manage, and align them to high standards</li> <li>You thrive in adaptable, startup-style environments and are excited to build a function from the ground up</li> <li>You’re an excellent communicator — clear, kind, and calm, even in complex or tense situations</li> <li>You lead with empathy and curiosity, always seeking to understand player needs</li> <li>You’re analytical and business-aware, able to spot patterns in player behavior and support data</li> </ul> Bonus points for… <ul> <li>Experience with platforms like Zendesk, Helpshift, or Freshdesk — but we care more about mindset than tools</li> </ul> Our benefits… Klang HQ (Berlin) An opportunity to work on a groundbreaking project with a lot of room for professional and personal developmentCompetitive salary and 27 days of paid vacationMonthly public transport travel ticket or co-contribution to e-bike/e-moped <ul> <li>An opportunity to work on a groundbreaking project with a lot of room for professional and personal development</li> <li>Competitive salary and 27 days of paid vacation</li> <li>3 months work from abroad policy</li> <li>Monthly public transport travel ticket or co-contribution to e-bike/e-moped</li> <li>Monthly company co-contributions to private pensions</li> <li>Reimbursement for physical health activities</li> <li>Employee Assistance Program, including mental health support, legal advice as well as support finding doctor’s appointments</li> <li>Mental health support</li> <li>Flexible office hours (with core hours)</li> <li>Hybrid working set-up (Monday-Wednesday in office and the rest of the week is flexible)</li> <li>Monthly team events and activities</li> <li>A dog-friendly office, adjustable standing desks, ergonomic chairs, and mobile aircon units for hot summers</li> <li>Healthy snacks and drinks in the office</li> <li>Virtual Stock Options (VSOP)</li> </ul> &nbsp; Other information you might find useful… So what can you expect to be working on after starting with us? &nbsp; In your first 30 days: <ul> <li>Understand SEED’s player philosophy by reviewing current community feedback, existing support documentation, and collaborating with the Community and QA teams</li> <li>Familiarize yourself with our support tooling, especially Theymes, and review how it's currently used for self-service support</li> <li>Meet with our external support vendor to learn their processes, structure, and current understanding of Klang's values and player expectations</li> <li>Play the game, and engage with the community</li> <li>Begin documenting the current support landscape, including tooling, workflows,</li> <li>content gaps, and escalation processes</li> <li>Start building relationships across Publishing, especially Community, QA, and Content, to establish collaboration rhythms</li> </ul> &nbsp; In your first 60 days: <ul> <li>Define what great support looks like at Klang, outlining values, tone of voice, and experience principles in collaboration with Community and QA</li> <li>Audit the vendor's support performance and establish regular quality review cycles, coaching touchpoints, and reporting expectations</li> <li>Create an initial support content roadmap, prioritizing updates or additions to the knowledge base and macros based on high-volume issues</li> <li>Map out internal escalation pathways and workflows, ensuring clarity on when and how issues move between support, QA, and Community</li> <li>Deliver your first support insights report, highlighting emerging player issues, common frustrations, and opportunities to reduce tickets</li> <li>Collaborate with Community and QA to share early trends and shape cross-team solutions to reduce support volume or friction</li> </ul> &nbsp; In your first 90 days:&nbsp; <ul> <li>Roll out your first updates to the support knowledge base in Theymes, and measure early usage and self-service success rates</li> <li>Implement a ticket quality review process with the vendor, including example standards, feedback loops, and training needs</li> <li>Propose key support KPIs aligned with player-first principles and begin regular tracking/reporting</li> <li>Identify at least one cross-functional initiative (e.g. UI/UX fix, community education campaign) based on support trends and own it through delivery</li> <li>Establish a roadmap for scaling support, including future needs for tools, automation, training, or team growth</li> <li>Share a 6-month vision for player support at Klang, including recommendations and opportunities to evolve how we care for players</li> </ul> &nbsp; In your first 180 days: <ul> <li>Refine and operationalize Klang’s support philosophy, embedding it into vendor onboarding, ticket macros, training materials, and escalation paths</li> <li>Lead ongoing collaboration across Publishing and Product to ensure support insights consistently inform roadmap decisions and player-facing improvements</li> <li>Launch a refreshed support experience, including updated self-service tools, improved tone/voice in player responses, and measurable CSAT improvements</li> <li>Develop a scalable quality assurance system for vendor performance, including regular audits, KPIs, and coaching standards</li> <li>Evaluate and refine key support tooling, working with internal stakeholders and Theymes to optimize workflows, automation, and AI-driven help</li> <li>Own player trust in live support, shaping how we handle tough conversations, make things right when we can’t fix an issue, and communicate transparently</li> <li>Identify future hiring or structure needs, outlining when and how we may grow the support function or expand into areas like trust &amp; safety or player experience</li> <li>Present a player support impact review to the Publishing team, showing how support insights have reduced issues, improved experiences, and contributed to SEED’s growth</li> </ul> </div><div>If you don’t feel that you quite meet all the requirements above, but the position still excites you and you think you would love to work for Klang, reach out! We still want to hear from you. We explicitly encourage applications from applicants from groups underrepresented in games/tech spaces. We value all kinds of backgrounds and walks of life. &nbsp;</div>

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The Architecture Intern will provide support to the Architecture team by exploring and detailing design approaches and solutions across retail design, roll-outs, brand experience, and point-of-sale retail. Responsibilities include creative conceptualization, collaborating with project teams, material procurement, and creating design intent drawings. The intern will also be involved in bringing the client’s stories to life. The role requires good organizational, time management, and communication skills, with the ability to work both independently and as part of a team in a fast-paced environment.

We are Landor.​World-leading brand experts.​Consulting. Design. Experience.​​Connecting business strategy to brand.​Bringing every facet of brand to life.​Creating brand-led experiences for talent &amp; customers.​ United in our drive to make a positive difference.​Proudly part of WPP.​We build brands, designed to transform.​ The Landor Group also includes leaders in sonic branding amp, workspace &amp; architectural design experts BDG and award-winning motion specialists ManvsMachine.​

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<div>Title: Architecture Intern Role Overview The Architecture Intern will provide support to the Architecture team with exploring and detailing design approaches and solutions across retail design, roll-outs, brand experience and point-of-sale retail that maintain Landor’s vision and creative beliefs– ‘great ideas expertly and beautifully crafted and delivered with rigour and flair’. Job Responsibilities <ul> <li>Creative Conceptualization – Ideate &amp; collaborate with Project Directors, Project Managers and Technical Designers to improvise design concepts by creating detailed drawing packages and material boards as per site conditions.</li> <li>Multi-disciplinary Approach - Work collaboratively with multidisciplinary design, third-party consultants and project teams to bring our client’s stories to life.</li> <li>Material Procurement &amp; Design Intent Drawings – Translating design concepts into finalized documents ready for execution and collaborating closely with vendors to advise on the procurement of materials and fixtures. Working closely with all stakeholders during the execution stage till handover.</li> </ul> Experience Needed / Our Requirements <ul> <li>Currently pursuing or recently completed a Bachelor's or Master's degree in Architecture, Interior Design or a related field.</li> <li>Good knowledge of AutoCAD, SketchUp and basic understanding of Adobe Photoshop and Revit. It is an added advantage if you are familiar with Twinmotion and any other rendering software.</li> <li>Good organizational and time management skills, with the ability to multitask and prioritize effectively.</li> <li>Good communication and interpersonal skills, with a proactive and can-do attitude.</li> <li>Ability to work independently and as part of a team in a fast-paced environment.</li> <li>Prior internship or work experience in a similar role would be an advantage.&nbsp;</li> </ul> We believe the best work happens when we're together, fostering creativity, collaboration, and connection. That's why we’ve adopted a hybrid approach, with teams in the office around four days a week. Landor, a WPP company, is an equal opportunity employer and considers applicants for all positions without discrimination or regard to particular characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers. #LI-DNI #LI-DNP</div>

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