Role overview
A Customer Support Specialist role focused on sandbox engineering games, acting as the bridge between the player community and the development studio. The role goes beyond ticket handling: it monitors sentiment across Steam, Discord, support portals, and forums, distills that signal into actionable insights, and helps communicate decisions back to players. It is suited to a senior, proactive support professional with strong analytical judgment and comfort engaging directly with developers.
Responsibilities
- Monitor player feedback and sentiment across Steam reviews and discussions, the support portal, Discord, and other relevant community channels.
- Respond to player questions and concerns in a clear, professional, and helpful tone.
- Distinguish isolated complaints from broader patterns and categorise issues as bugs, usability problems, design feedback, or communication gaps.
- Convert community feedback into structured, actionable insights for production, QA, game design, and other development teams.
- Escalate technical issues and player-impacting problems with sufficient context rather than forwarding individual comments.
- Communicate development decisions back to players clearly, maintain FAQs and troubleshooting guides, and proactively identify community risks and communication gaps.
Requirements
- Three or more years of professional experience in customer support, player support, or community management on PC and/or console games.
- Strong understanding of video game communities and how players interact with live, actively developed games.
- Fluent written and spoken English, with the ability to communicate complex or sensitive topics clearly.
- Composure and professionalism when dealing with frustrated or highly critical players.
- Analytical judgment with experience turning qualitative community feedback into meaningful trends and insights.
- Experience working directly with developers, producers, QA, or designers, and familiarity with ticketing, community management, or feedback-tracking tools.
Nice to have
- Ability to understand technical and game-development topics well enough to explain them accurately to players.
- Experience creating or maintaining FAQs, troubleshooting guides, knowledge bases, or other player-facing documentation.
Benefits and work setup
- Remote-friendly within CET plus or minus two hours, with a Prague-based studio available for those who want it.
- Hybrid-by-default approach with low bureaucracy and fast decisions.
- 25 days of annual leave plus flexible sick leave.
- Modern offices with quiet focus zones, a garden, gym and shower, bike storage, and lunches prepared by in-house chefs.
- Regular team breakfasts, workshops, BBQs, game nights, and team-building events.
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