Community Manager - Wolverhampton - Arise Virtual Solutions

Description

Remote Community Manager for Major Gaming Client – Work from Home, English and German & French

To all Gamers and Player Fans: Here is an opportunity to earn from home providing email and chat support for a global pioneer in gaming and entertainment. This industry leader is world-renowned - with gaming studios across the globe - for its premier gaming subscription service and catalog of award-winning titles.

If you love gaming, take this opportunity to combine your passion with revenue-generating gig work. Earn from home and make money doing what you love.

What's Needed to Provide Support for this Client

• Proficiency in reading, writing, and speaking English, German and French is essential.
• Understand nuances and cultural differences.
• Passion for the gaming industry. Engaging with players while understanding their issues and finding solutions.
• High-functioning community expertise specialized in the gaming space, self-starter, proactive, able to manage Moderators and interface effectively with Management.
• High level of reading comprehension and understanding of game-specific terminology, slang, and context, striving for expertise in the games they support.
• Efficiently manage time to respond promptly to customer inquiries, ensuring a timely resolution.

Must-Have Qualities and Capabilities

• 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 on brand website (news).
• 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.
• Work with Community Developer and Marketing team to develop, update, and execute community engagement calendar.
• 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.
• Content Moderation if volume spikes demand it.
• 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.
• Ability to identify and escalate sensitive issues to Community Developer and Marketing Team with alacrity, ensuring all actions and responses are approved.
• Able to task-switch with ease, and evolve as the requirements of the role change over time.

Specific to Mobile HQ

• Store review sentiment analysis can be performed by an EN-speaking agent as a side task. The task consists of the following elements:
• Analyze the store reviews submitted throughout the week.
• Provide a weekly report summarizing the highlights and the breakdown of the store reviews based on the given template.
• Participate in weekly product calls to share the highlights regarding the store reviews

Specific to sandbox type Games

• Forum and Discord moderation. Event planning and execution, attendance at the gaming live streams, reporting, and participation in community celebration events.

Specific to TSO

• Deployments & other downtimes: Communicate deployments & service interruptions on TSO website and social media.
• Changelogs: Translate, publish, and clarify changelogs; write dev diaries for new content after briefing by game design.
• Announcements: Promote in-game offers and events on TSO website and social media
• Interaction: Suggest and prepare player interaction on social media or TSO forum (posts for player engagement and visibility of the game on social media. Can be simple questions or even contests where CM rewards positive interactions with premium currency)
• 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
• CM report: Prepare a weekly report about the community mood, most discussed issues, player requests etc.
• Player Reports, Bans and Sanctions: All of this is handled by the CM team (tickets use the same instance of Salesforce but different queues).

Community platforms may include

• Forum and Discord moderation. Event planning and execution, attendance at the gaming live streams, reporting, and participation in community celebration events.

Channels

• Forum, Discord, Facebook, X (Twitter), R6M, YouTube, Instagram and TikTok

What It Takes to Succeed

You must be self-motivated (no supervisor will be peering over your shoulder), possess outstanding problem-solving skills, demonstrate patience and empathy, and be able to work under pressure, handling potentially stressful situations. Excellent written, listening, and verbal communication skills are a must. It's also important to deliver knowledgeable, friendly, and customer service while efficiently navigating multiple systems.

No degree necessary – This great work-from-home opportunity for anyone who is ready to invest in themselves and work hard on your own terms Sign up and run your own customer support business or work as an agent for a Service Partner company already on the platform. Prior to servicing a client opportunity through the Arise Platform, a series of assessments and a virtual certification course must be successfully completed.

About Arise:

Arise connects small home-based businesses, run by people like you, to prestigious Fortune 500 clients through a virtual platform. Arise provides the clients, you provide the service. You can select the support programs you wish to service and create your own schedule from available intervals – all from the comfort of home.

Sign up at

**This is not an offer of employment. It is an opportunity to enter into a business-to-business relationship with Arise.**