Community Operations Manager (Gaming Community)

August 8

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Side

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eCommerce • Marketplace • Retail

Side is

1 - 10 employees

Founded 2019

🛍️ eCommerce

🏪 Marketplace

🛒 Retail

📋 Description

• Side (formerly PTW) is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. • Founded in 2009 and drawing on 30+ years' experience from our parent company in Japan. • DUBS is a rapidly growing mobile app built to connect gamers worldwide through seamless group finding (LFG), chat, and real-time community features. • We are looking for a hands-on Community Operations Manager to lead our support and engagement services for the DUBS app. • This role is pivotal in scaling our community presence, driving initiatives that foster participation and retention, and overseeing a high-performing team of 9–12 Player Support & Moderation staff. • You will help build a world-class user experience rooted in empathy, responsiveness, and a vibrant community culture, while maintaining operational excellence and aligning with DUBS’ growth goals. • While initially supporting North American users, you’ll also help lay the foundation for future international expansion. • Manage and scale a team of community moderators and support agents, ensuring excellent service across all shifts and channels. • Design and execute programs that enhance user participation, satisfaction, and long-term retention. • Mentor and guide your team, fostering a performance-driven and accountable culture. • Build and nurture relationships with VIP community members, creators, and influencers. • Partner closely with Product, Marketing, and Publishing to align community strategies with broader company objectives. • Oversee in-app lobbies, chat channels, and app store reviews to ensure positive user interactions. • Gather and analyze user feedback and KPIs, surfacing actionable insights for internal stakeholders to improve user experience and operations. • Act as lead point of contact during key moments—such as content launches or incident responses—escalating issues as needed.

🎯 Requirements

• 3+ years in community management, operations, or digital support for games, tech platforms, or entertainment. • Proven leadership managing teams in community moderation and player support. • Experience with live service operations, escalation flows, and real-time responsiveness. • Strong background handling user safety, wellbeing, and sensitive online issues. • Familiarity with platforms and tools such as Zendesk, Community Sift, and analytics dashboards. • Deep understanding of gaming and social mobile apps, including iOS and Android troubleshooting. • Flexible availability to support a 24/7 team (primarily in Pacific Time, but with flexibility for the right candidate). • Strong communication and cross-functional collaboration skills. • Experience with younger user demographics in the gaming industry. • Prior experience scaling support teams during international expansion. • Background in influencer or creator community management.