Senior Community Manager (f/m/d)
Full-Time | Berlin, Germany
We are Kolibri Games - a mobile games developer from Berlin. We believe that with the best people, we can make games that players will enjoy for years to come.
Our games have defined the idle genre, and bring enjoyment to hundreds of millions of players all around the world. This is possible due to the talented people who make us who we are. ‘Kolibris’, as we call ourselves, are on a mission to continue making great games and we're looking for new talent to join our team. We strive to offer you a fair recruitment process and a great candidate experience, as well as a friendly environment to work in, with plenty of opportunities to learn and grow.
Senior Community Manager (f/m/d)
We are looking for a keen communicator who can bring world-class customer service and engaging social interactions to our players. You will directly impact our players' happiness and indirectly assist other departments in constantly improving our games.
Your day-to-day will be focused on communicating with our players on all platforms in all possible formats, e.g. from one-to-one via emails to public announcements via social media. From these communications you will also be tracking data, analyzing sentiment, and generally bridging the gap between player and Product.
Responsibilities
- Replying to players' questions and feedback via Helpshift
- Responding to player reviews in the Google Play Store and iOS App Store via AppFollow
- Moderating and interacting with public and private player messages on Discord, Reddit, Facebook, Instagram, Twitter, and YouTube
- Handling escalated cases such as payment issues and recovering lost accounts
- Using various data tools to investigate player issues in more depth e.g. using account logs
- Creating and maintaining a social media post plan
- Creating (and posting) basic social media assets with Adobe Suite tools
- Writing social media post captions, including the use of engaging hashtags
- Monitoring, analyzing, and improving on social media post metrics
- Working with and improving on automation tools/processes to streamline recurring tasks
- Creating and updating internal and external FAQs/wikis
- Assisting the QA teams with bug reporting and tracking
- Monitoring, tracking, consolidating, analyzing, and internally communicating player feedback - both qualitative and quantitative
- Mentoring the other members of the Community Management team within the Player Communications department
- Helping to develop and execute strategies to increase community growth and retention alongside the Head of Player Communications
- Managing a team of player volunteers (moderators)
Required Skills
- Minimum 2-3 years relevant experience in gaming Community Management, or minimum 2-3 years' previous experience building up/managing other online communities
- Excellent written communication in English (at least C1 level)
- Highly motivated and well-organized work approach
- Strong attention to detail and ability to work in a fast-paced environment
- Excellent written communication in minimum one other in-game language (at least C1 level) e.g. German, French, Russian, Japanese, Korean (other languages also beneficial)
- Available to work Saturdays on a rota system
Desirable Skills
- Love of games, specifically mobile or idle games
- Previous experience with free-to-play communities/mechanics
- Previous experience with tools such as Helpshift, Photoshop, Premiere, AppFollow, Facebook Business, Looker
- Knowledge of our existing games
- Experience creating and delivering presentations
What We Offer
Hybrid Work
We understand how important flexibility is. That's why we offer a hybrid work setup and flexible hours, allowing you to balance your time between the office and remote work
Modern Office Space
Our new, centrally located office in Berlin-Mitte has everything you need to excel. We also have plenty of opportunities for fun, with table tennis and kicker tables, meeting spaces, and a sleek modern design
Health & Fitness Bonus
We provide a monthly fitness bonus. Enjoy your time outside the office by picking the activity that suits you, from Urban Sports Club, to covering your gym membership
Company Holidays
We plan amazing company holidays to relax and bond as a team
Learning Budget
We're serious about supporting your professional growth. You'll get a yearly learning budget to spend on any form of learning that will help you develop your skills and grow in your role
Relocation
Moving to another country can be stressful. Our HR team will guide and support you, making sure that you (and your family) make your way to Berlin as smoothly as possible
30 Days Holiday
Our company implements a 30-day yearly holiday policy for all Kolibris. This means you have plenty of time to enjoy life outside of work
Fun Social Events
From BBQ's and movie nights to team lunches and more. We also have a team event budget you can use to buy games or sports equipment to make working here even more fun. On Fridays after work, there's dinner and drinks waiting for everyone at the office
Kolibri Games is an equal opportunity employer. We come from 40 different countries and many different backgrounds. We celebrate diversity and we are committed to creating an inclusive environment for all employees, regardless of their age, gender identity, sexual orientation, ethnicity, religion, physical appearance or disability.
We are an international studio, so don’t forget to send in your application in English. Although it is not mandatory, we always appreciate a cover letter stating your motivation to join us.
We look forward to hearing from you!
Apply now