Head of Community & Support

We are developingRiorise— a mobile MMO RPG. The game combines an open world, roleplay (RP), life simulation, racing, and a social sandbox where thousands of players interact in real time.

We are looking for aHead of Support & Community. The main goal of this role is to increase player trust in the administration, improve the quality of support, and establish transparent communication between players and the development team.

Audit the current game mastering system and redesign administrator workflows.

Revise and structure the rules to make them clear, transparent, and accessible for players.

Implement a quality control system for game masters.

Handle training, performance evaluation, and rotation of game masters.

Centralize all player requests into a unified support system.

Optimize the ticket submission process to make it simple and user-friendly.

Continuously improve support processes based on data and feedback.

Train, evaluate, and manage support staff, including team rotation.

Establish an effective feedback channel between the community and the product team.

Build a transparent process for handling player feedback and communicating development plans.

Conduct regular surveys and interviews with the loyal audience.

Organize small in-game events based on community requests.

3+ years of experience in community management and support/game mastering in gamedev.

Experience building processes and managing Community and/or Support teams, including non-Russian-speaking teams (Portuguese / Spanish / English).

Experience managing teams of moderators or game masters.

Experience in SAMP / GTA-like projects is a strong plus.

Understanding of online gaming communities and game administration specifics.

Ability to handle конфликт situations and maintain audience trust.