Community Support Manager
Job Summary
Job Description
The Community Support Manager will be the primary point of contact for user safety concerns across the studio's AAA action-adventure game and UGC platform. Responsibilities include leading community support operations, developing and implementing community engagement strategies, driving content moderation efforts, enforcing community guidelines, and partnering with internal and external teams on safety matters. This role requires managing a team, ensuring timely support, fostering a safe and inclusive environment, and analyzing data to improve community satisfaction. The successful candidate will have extensive experience in community management, content moderation, and online safety, with a demonstrated ability to handle sensitive issues professionally and empathetically.
Must have:
- 4+ years experience in community care/moderation
- Strong understanding of online safety best practices
- Experience with community management tools
- Excellent communication and collaboration skills
- Passion for creating safe gaming environments
Good to have:
- Gaming industry experience (AAA titles/UGC)
- Familiarity with online safety legal frameworks
- Leadership experience in community safety teams
Perks:
- Unlimited coaching & therapy
- Stock Options
- Pension scheme
- Socials & company events
- 25 Annual Leave + 8 bank holidays (UK)
- Private Medical Insurance (UK)
- Healthcare Cash Plan (UK)
- Cycle2Work Scheme (UK)
- Electric Car Charging (UK)
5 skills required
Job Details
We are looking for a proactive and dedicated Community Support Manager to drive our Player Support, Community Management, Moderation, and Trust & Safety initiatives across the studio and products. In this role, you will also serve as the primary studio contact for the publisher on community safety matters for our AAA action-adventure game.
You will be responsible for managing community care operations, ensuring content moderation, fostering a safe and inclusive environment, and ensuring a positive experience for all players. Through your expertise, you will guide cross-functional teams, embedding safety and community-building strategies into every stage of product development.
Key Responsibilities
Community Management & Support:
- Act as the primary contact for user safety concerns on the UGC platform and AAA game.
- Lead community support operations, ensuring timely, effective technical support and player assistance.
- Develop and maintain community engagement strategies to promote positive interactions and encourage collaboration between players.
- Cultivate relationships with community influencers, moderators, and key players to foster a healthy and respectful community.
- Analyze support data and trends to enhance response times and improve community satisfaction.
Moderation & User Safety:
- Drive content moderation efforts, ensuring adherence to community guidelines and platform policies.
- Oversee moderation tools and work with human moderators to identify and remove harmful, offensive, or illegal content.
- Ensure proactive moderation policies that respect community freedom while maintaining safety and inclusion.
- Lead initiatives for improving community member awareness of safety features like block, report, and mute options.
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An opportunity to have a lasting impact on the gaming community’s safety and inclusivity.
Trust & Safety:
- Develop and enforce clear community and content guidelines to foster a secure and respectful online space.
- Partner with internal and external teams, including law enforcement, industry bodies, and NGOs, to address severe safety threats and support at-risk users.
- Conduct quarterly policy reviews, incorporating player feedback to enhance safety measures and community trust.
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Ensure transparency and communication with the community about safety actions taken.
Team Leadership & Development:
- Lead, mentor, and upskill internal teams, ensuring they are equipped with the latest tools and best practices for player support and moderation.
- Develop skill-building initiatives, creating opportunities for team members to grow in community management, safety enforcement, and conflict resolution.
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Foster a strong sense of collaboration across departments (e.g., Development, Marketing, and Legal) to ensure community safety remains a priority at every stage of the product lifecycle.
Requirements
- 4+ years of experience in community care, content moderation, online safety, or a related field.
- Strong understanding of online harassment, cyberbullying, digital safety, and community management best practices.
- Proven ability to handle sensitive issues with empathy and professionalism.
- Experience with community management tools, content moderation platforms, and safety enforcement systems.
- Excellent communication, interpersonal, and cross-functional collaboration skills.
- A genuine passion for creating inclusive, welcoming, and safe gaming environments.
Preferred Qualifications:
- Experience in the gaming industry, particularly with AAA titles or UGC platforms.
- Familiarity with legal and regulatory frameworks related to online safety.
-
Previous leadership experience in building and managing a community safety team.
Benefits
Our Global Benefits & Perks
- Unlimited coaching & therapy — with Oliva, to support your mental health
- Stock Options — everyone owns a piece of our success
- Pension scheme — up to 5% employer matched contribution to finance those golden years
- Socials — office & remote events, play sessions and company-wide parties
- And even more benefits based on your location!
If you’re based in the UK
- 25 Annual Leave + 8 bank holidays - we’re flexible with most bank holidays so you can use the time to celebrate what’s important to you
- Private Medical Insurance - full cover with AXA
- Healthcare Cash Plan - Level 3 cover with Medicash
- Cycle2Work Scheme - lease a bike through us and save on tax too!
- Electric Car Charging - electric car charging at our Port office in Edinburgh, Scotland.
About Build A Rocket Boy
Build A Rocket Boy is an independent game developer, headquartered in Edinburgh Scotland, with operations in Budapest Hungary, the Netherlands, France, and California USA. Led by game developer Leslie Benzies, Build A Rocket Boy’s team includes hundreds of the industry’s brightest development talents with the shared vision to create new and innovative entertainment experiences. Build A Rocket Boy’s first project is EVERYWHERE – a new multi-world game experience that blurs the line between reality and the digital world.
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