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Managed Services Lead, Community & Player Operations
Contract type
Part-time
Work mode
Remote · Europe, North America
Experience
Mid-level · 4+ years
Job description
Lead a new managed services offering for FirstLook, running playtests, player communications, Discord community management, and creator programs for game studios. The role starts as a part-time hourly contract with a path to full time as the program grows.
At a glance
- Employment
- Contract · Independent contractor
- Work mode
- Remote · Europe, North America
What you'll do
- Plan and run playtests end to end in FirstLook, including flows, surveys, NDAs, invite waves, player comms, and follow-up.
- Write and schedule player communications, track conversion at each step, and adjust to improve results.
- Turn playtest data, player feedback, and community sentiment into clear readouts for the studio.
- Coordinate player recruitment with our team, using both our player network and paid acquisition campaigns.
- Set up or restructure Discord servers, including roles, permissions, bots, onboarding, and guidelines.
- Write moderation policies, escalation processes, and handbooks, and recruit, train, and support moderators.
- Handle player reports and community issues, and coach developers on how to engage with their players.
- Help studios handle toxicity, difficult player conversations, and crisis moments, from drafting a quick Discord post to working with leadership on a decision and next steps.
- Help studios launch and run creator programs with FirstLook's creator tools, including onboarding, outreach, and communications.
- Design service packages for different studio sizes, from self-serve templates to fully embedded support.
- Track time and outcomes for each engagement so we can price, staff, and scale the offering.
- Work with sales on scoping and pitching managed services, and with the CSMs who own each studio relationship.
- Bring product feedback from hands-on use to our Product team, including tools that would help us serve many studios at once.
What we're looking for
- 4+ years in community management, player operations, or live operations at a game studio or publisher.
- Hands-on experience running playtests or betas, including recruitment, comms, and feedback collection.
- Experience building and moderating large Discord communities, including training moderation teams.
- Comfort with data. You can read funnel and conversion metrics and use them to improve results.
- The ability to stay calm and clear in hard situations, whether that's a toxic community or a tough conversation with studio leadership.
- Strong organization and written communication, with the ability to manage several studios at once.
- Experience with FirstLook or similar playtesting and community tools.
Nice to have
- Consulting or agency work supporting several studios at once.
- A background in player acquisition, including organic growth and paid channels.
- Experience running creator or influencer programs.
- A network across studio community teams.
Benefits
- Remote work
- Competitive hourly contract rate
- Path to a full-time role
Apply
About Pragma
Pragma builds software that helps game studios create great games and lasting relationships with their players. FirstLook helps studios run playtests, understand their audiences, and build engaged player communities. Our work connects game developers, players, and creators, with the goal of helping great games find and grow their audiences.
Mission
Pragma builds software that helps game studios create great games and lasting relationships with their players.
Key facts
- Software
- Series B company backed by Greylock, Insight Partners, and Upfront Ventures
- Team has scaled some of the largest games in the world, including League of Legends and Destiny 2
- Team brings platform experience from Google, Twitch, Amazon, and Microsoft