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Scopely is seeking a Director of Community to lead the community and customer support strategy for an unannounced live-service game project. This is a ground-up build opportunity where you will define vision, strategy, and execution for global player experience across community management and customer support functions.
You will serve as the executive voice of the player throughout development and live operations, ensuring player needs and sentiment inform all decisions. During development, you'll be highly hands-on, owning both strategy and execution while designing scalable systems, processes, and partnerships to support millions of players as the game grows.
Key responsibilities include: defining long-term vision and strategy for community and customer support as foundational pillars of live service; leading global community strategy through announcement, closed beta, soft launch, and worldwide launch phases; building and owning a global player feedback loop that transforms community conversations, player research, support trends, and behavioral data into actionable insights; leading community approach for major launches, updates, and player communications; owning global customer support strategy including ticket operations, escalation processes, and service quality; defining community health and engagement metrics; and building strong cross-functional partnerships across marketing, product, development, analytics, and other teams.
You should have extensive experience leading community management, player experience, customer support, or live operations for successful live-service games. Proven success building community or customer support functions from scratch is essential. You must balance strategic leadership with hands-on execution in fast-moving environments, manage external agencies and regional contractors, and influence product strategy through player insights. Strong analytical skills, excellent communication abilities, comfort with ambiguity, and passion for creating exceptional player experiences are critical. Experience with mobile/free-to-play games is a bonus.
