Player Support Manager

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.

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). 

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.

So, what would you be doing?

• Define and own the vision for player support, defining scalable systems, processes, tools, and operational structures from scratch
• Manage and maintain the relationship with our external support vendor and their agents
• Set and uphold standards for quality in ticket handling, including regular reviews, coaching, and feedback loops
• Analyze support trends and surface insights to the product, QA, and community teams to proactively address root causes
• Collaborate with internal teams to create clear, player-first support content (FAQs, macros, etc.)
• Knowledge base creation and management for knowledge cycle optimization that matches the cadence of the development team.
• Champion a support experience that is fair, human, and aligned with our values — even when we can’t say yes to every request
• Manage our support tools, including our AI-powered platform Theymes, and help evolve how we use them

You could be the person we are searching for, if you…

• Have experience in player support, customer service operations, or community support — ideally in games or tech
• You’ve worked with support vendors before, and know how to motivate, manage, and align them to high standards
• You thrive in adaptable, startup-style environments and are excited to build a function from the ground up
• You’re an excellent communicator — clear, kind, and calm, even in complex or tense situations
• You lead with empathy and curiosity, always seeking to understand player needs
• You’re analytical and business-aware, able to spot patterns in player behavior and support data

Bonus points for…

• Experience with platforms like Zendesk, Helpshift, or Freshdesk — but we care more about mindset than tools

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

• An opportunity to work on a groundbreaking project with a lot of room for professional and personal development
• Competitive salary and 27 days of paid vacation
• 3 months work from abroad policy
• Monthly public transport travel ticket or co-contribution to e-bike/e-moped
• Monthly company co-contributions to private pensions
• Reimbursement for physical health activities
• Employee Assistance Program, including mental health support, legal advice as well as support finding doctor’s appointments
• Mental health support
• Flexible office hours (with core hours)
• Hybrid working set-up (Monday-Wednesday in office and the rest of the week is flexible)
• Monthly team events and activities
• A dog-friendly office, adjustable standing desks, ergonomic chairs, and mobile aircon units for hot summers
• Healthy snacks and drinks in the office
• Virtual Stock Options (VSOP)

Other information you might find useful…

So what can you expect to be working on after starting with us?

In your first 30 days:

• Understand SEED’s player philosophy by reviewing current community feedback, existing support documentation, and collaborating with the Community and QA teams
• Familiarize yourself with our support tooling, especially Theymes, and review how it's currently used for self-service support
• Meet with our external support vendor to learn their processes, structure, and current understanding of Klang's values and player expectations
• Play the game, and engage with the community
• Begin documenting the current support landscape, including tooling, workflows,
• content gaps, and escalation processes
• Start building relationships across Publishing, especially Community, QA, and Content, to establish collaboration rhythms

In your first 60 days:

• Define what great support looks like at Klang, outlining values, tone of voice, and experience principles in collaboration with Community and QA
• Audit the vendor's support performance and establish regular quality review cycles, coaching touchpoints, and reporting expectations
• Create an initial support content roadmap, prioritizing updates or additions to the knowledge base and macros based on high-volume issues
• Map out internal escalation pathways and workflows, ensuring clarity on when and how issues move between support, QA, and Community
• Deliver your first support insights report, highlighting emerging player issues, common frustrations, and opportunities to reduce tickets
• Collaborate with Community and QA to share early trends and shape cross-team solutions to reduce support volume or friction

In your first 90 days: 

• Roll out your first updates to the support knowledge base in Theymes, and measure early usage and self-service success rates
• Implement a ticket quality review process with the vendor, including example standards, feedback loops, and training needs
• Propose key support KPIs aligned with player-first principles and begin regular tracking/reporting
• Identify at least one cross-functional initiative (e.g. UI/UX fix, community education campaign) based on support trends and own it through delivery
• Establish a roadmap for scaling support, including future needs for tools, automation, training, or team growth
• Share a 6-month vision for player support at Klang, including recommendations and opportunities to evolve how we care for players

In your first 180 days:

• Refine and operationalize Klang’s support philosophy, embedding it into vendor onboarding, ticket macros, training materials, and escalation paths
• Lead ongoing collaboration across Publishing and Product to ensure support insights consistently inform roadmap decisions and player-facing improvements
• Launch a refreshed support experience, including updated self-service tools, improved tone/voice in player responses, and measurable CSAT improvements
• Develop a scalable quality assurance system for vendor performance, including regular audits, KPIs, and coaching standards
• Evaluate and refine key support tooling, working with internal stakeholders and Theymes to optimize workflows, automation, and AI-driven help
• 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
• Identify future hiring or structure needs, outlining when and how we may grow the support function or expand into areas like trust & safety or player experience
• 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

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.