Community Manager & Customer Support (Cebu On-Site)
We are seeking a passionate and player-focused Community Manager to join the Fiesta Online team. In this role, you will be at the heart of our player community, driving engagement, fostering meaningful connections, and shaping a positive and inclusive player experience.
As the voice of the brand, you will actively engage with players across multiple channels, ensuring they feel heard, valued, and supported. Your primary focus will be community management, including developing engagement strategies, creating content, and building strong relationships with players.
In addition, you will support customer service efforts by assisting with player inquiries and ticket handling, helping to identify recurring issues and collaborating with internet teams to improve overall player experience.
Your mission is to grow and nurture a thriving Fiesta Online community while contributing directly to player satisfaction, retention, and the long-term success of the game.
Key Responsibilities- Develop and execute community engagement strategies across Discord, social media, and in-game channels.
- Create and manage engaging content, including posts, announcements, patch notes, and live events.
- Moderate community spaces, ensuring they remain safe, inclusive, and aligned with the brand's values.
- Monitor player sentiment and trends, providing actionable feedback to the publishing, development, and marketing teams.
- Organize community-driven campaigns, contests, and events to increase player engagement and retention.
- Serve as the public-facing representative for Fiesta Online, responding to questions, concerns, and feedback in a professional and engaging manner.
- Support handling player inquiries via email, ticketing systems, and social platforms.
- Support troubleshooting of technical, account, and gameplay-related issues in collaboration with QA and development teams.
- Maintain and update support documentation, FAQs, and player guides.
- Track, categorize, and escalate recurring issues to relevant internal teams for resolution using internal tools (e.g. Jira).
Requirements:
- Experience in community management, customer support, or a related role (gaming industry experience is a plus).
- Entry-level candidates with strong communication skills and a passion for MMORPGs are encouraged to apply.
- Exceptional written and verbal communication.
- Strong organizational and multitasking abilities.
- Conflict resolution and de-escalation skills.
- Proficiency in Microsoft Office (e.g., Excel, Word) for reporting, documentation, and communication.
- Ability to write clear player-facing communications and structured internal reports (e.g., bug reports, feedback summaries).
- Basic understanding of analytics and reporting tools for community engagement.
- Passion for gaming and understanding of RPG and fantasy communities.
- Player-first approach with a focus on transparency and trust.
- Team-oriented but able to work independently.
Nice-to-Have:
- Experience with live service games and event-driven community activities.
- Knowledge of CRM systems and ticketing platforms (e.g., Freshdesk or similar tools).
- Experience using issue-tracking tools such as Jira.
- Familiarity with localization and supporting global player bases.
- Experience with content creation (streaming, video editing, graphic design).