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Director of Community - Unannounced Project

1 month ago
United States
Full-time
Executive
Social Media Manager
Customer and Technical Support
Apply Now
Scopely

Scopely

Scopely is a leading mobile entertainment network that partners with elite developers to create immersive games like 'Star Trek Fleet Command' and 'MARVEL Strike Force,' focusing on community and competition in mobile gaming.

Internet Software & Services
1K-5K
Founded 2011
$998M raised
View All Jobs 6

Description

  • Define the long-term vision and strategy for Community Management and Customer Support.
  • Build the global Community function across announcement, beta, soft launch, and worldwide launch stages.
  • Create player feedback loops that turn community conversations, research, support trends, and behavioral data into actionable development insights.
  • Lead community engagement for launches, updates, live events, and player communications across channels.
  • Own Customer Support operations, including ticket handling, escalations, knowledge management, issue reporting, and service quality.
  • Establish measures for community health, engagement, sentiment, and feedback.
  • Partner with Marketing, Product, Development, Analytics, and Support teams to incorporate player perspectives into planning.
  • Build and lead global Community and Customer Support teams, processes, standards, and external partnerships.
  • Manage sensitive, high-visibility community situations and complex player communications.

Requirements

  • Extensive experience leading Community Management, Player Experience, Customer Support, or Live Operations for successful live-service games.
  • Proven experience building Community or Customer Support functions from the ground up.
  • Experience balancing strategic leadership with hands-on execution in fast-moving environments.
  • Experience managing agencies, outsourcing partners, contractors, or external service providers.
  • Ability to influence product strategy through player insights and customer feedback.
  • Deep understanding of live-service player expectations, community engagement, support operations, and trust-building.
  • Excellent written and verbal communication skills with players and executive stakeholders.
  • Strong analytical skills using qualitative and quantitative data for decision-making.
  • Experience working across global teams and multiple time zones.
  • Experience leading community strategy across product lifecycle stages and complex launches.
  • Experience supporting mobile or free-to-play games, multiple regions or languages, or major IPs preferred.

Benefits

  • Remote role for candidates based in the United States.
  • Annual salary range of $139,400–$172,200 for candidates in CA, CO, NJ, NY, and WA.
  • Potential eligibility for equity and bonuses.
  • Comprehensive healthcare and retirement benefits.
  • Pet insurance and paid holidays.
  • Paid Scopely free days and unlimited paid time off.

Interested in this position?

Apply directly on the company website

Apply Now

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