Engagement Manager

About poncle

We’re poncle, an award winning independent studio based in the UK. Formed due to the smash hit success story, Vampire Survivors, we’re planning big things for the future and we're looking for people to be part of the journey. We’re a fully “remote first” studio with a HQ based in London.

Job role

Our Engagement Manager will be the voice of poncle for our ever-growing community. Working alongside our Community Managers, they will engage directly with our passionate and vocal fan base across poncle channels and beyond. They will ensure our fans feel listened to, support queries are answered quickly, and players have the latest information at their fingertips.

Reporting to the Senior Community Manager, the Engagement Manager will be responsible for:

• Leading user engagement for all poncle and Vampire Survivors social channels, helping to develop our tone of voice for chatting casually with fans, answering support issues and beyond

• Responding directly to messages sent by the poncle community across key social channels including Twitter/X, TikTok, YouTube and more

• Leading the moderating and management of Steam forums for all poncle titles

• Supporting the running of our Vampire Survivors Discord channel

• Working directly with our Community Managers to identity key topics for discussion and get info on upcoming releases

• Working directly with our Development team to help resolve player support issues and answer questions

• Reporting on community sentiment on a weekly and monthly basis via regular updates to key stakeholders

• Managing our community helpers to ensure they have the latest information and feel part of the team

• Taking the lead on our Wiki website, ensuring as much information as possible is accurate and that our community helpers are providing helpful updates

• Expanding our reach outside of owned channels to talk with users across channels including Reddit

• Leading the management of our Zendesk support system for all poncle titles

• Answering user and support questions via our social channels and emails

What we're looking for

• You’re not just a gamer, but love Vampire Survivors, too; you play the game regularly and are excited to get involved with a small indie studio

• You have experience interacting with communities and speaking with them on a regular basis - if you’ve also done the same with support queries, even better

• You're have a strong understanding of social, from traditional channels such as Twitter and Facebook to TikTok and Discord

• You love talking to communities, responding to their issues and becoming a regular presence across both brand channels and beyond

• You’re open to a workday that may involve casually chatting with users on Discord one moment, then answering challenging support questions on Zendesk the next

Our benefits

• A competitive salary and bonus based on experience

• 25 days holiday per year plus public holidays

• Additional holidays over Christmas

• Remote working

• Company pension scheme