Player Support Lead (Gamedev)

TL;DR

Player Support Lead (Gamedev): Designing player support systems, tools, and policies to ensure players feel supported and empowered with an accent on scalable self-service and automation. Focus on solving player pain points quickly and securely while keeping players connected to the game.

Location: Hybrid, Irvine, California, United States

Salary: $120,000-$140,000

Company

hirify.global is creating its first original IP: Arkheron, a fast-paced, competitive PVP game set in a surreal dark fantasy world.

What you will do

• Build support workflows that guide players from problem to solution, emphasizing scalable self-service and automation.
• Define and manage secure, GDPR-compliant systems that protect player data and meet platform requirements.
• Create and maintain an intuitive and regularly updated player knowledge base that reflects Bonfire’s tone and values.
• Lead vendor partnerships for moderation, support agents, and related tools, ensuring quality, alignment, and global coverage.
• Develop incident response plans to quickly address outages, exploits, or large-scale player issues.
• Collaborate with design, engineering, publishing, and community partners to proactively address friction points.

Requirements

• Bring 5+ years of experience in player or customer support, with direct ownership of tools, workflows, and policies.
• Have hands-on experience setting up and managing vendors, scalable automation, and moderation platforms.
• Understand platform certification requirements and integrations across console, PC, or mobile.
• Have supported players globally and understand regional differences and best practices.
• Know the unique challenges of competitive PvP or online multiplayer games.
• Are an excellent and empathetic communicator, able to balance player advocacy with internal collaboration.

Nice to have

• Understand the social media and games ecosystem (including nuances like influencer support and community expectations).
• Bring experience with moderation design, sentiment analysis, monetization policies, or other community health initiatives.

Culture & Benefits

• Embrace bold challenges with creativity and courage.
• Keep fun at the core by playing Arkheron daily.
• Stay truly independent, with decisions driven by the team.
• Thrive in a culture of passion, trust, and shared ownership.