Community & Support Manager

Location: Remote / Hybrid (preferred time zone: Europe or MENA)

About Hypemasters

Hypemasters is a fast-growing game development company behind World War Armies and other upcoming titles. We’re building strategy games that combine depth, innovation, and community-driven gameplay. Our players are at the core of everything we do, and we’re looking for someone who shares that belief.

We’re looking for a Community & Support Manager, someone who is passionate about providing the best possible service, understands what motivates players, knows how to engage them authentically, and can turn player feedback into meaningful action.

This role combines hands-on community interaction, player support management, and creative communication. You’ll manage support channels, nurture our Discord and social presence, plan community initiatives, and create in-game video updates that keep players excited about upcoming releases.

Your Mission

• Be the bridge between Hypemasters and our players. You’ll represent the company across Discord, social media, and in-game support channels, ensuring our communication is transparent, authentic, and player-first.
• Run world-class support. Oversee all support interactions via email, app stores, and community channels — ensuring responses are quick, accurate, and empathetic. Use data to identify recurring issues and propose process improvements.
• Shape our player community. Develop engagement campaigns, in-game and out-of-game activities, and Discord events that drive growth and retention.
• Create engaging updates. Record gameplay-based video & text updates for new releases, events, and balance changes.
• Drive strategic projects. Manage initiatives like the Creator Program, VIP Support, and other community-driven systems that reward long-term players.
• Use data & AI smartly. Explore automation opportunities to make player support more efficient and personalised.
• Report insights. Track community sentiment, support KPIs, and engagement trends to inform studio strategy.
  
  

Key Responsibilities

• Oversee player support across all channels (email, app stores, Discord & social media).
• Respond to and analyze App Store & Google Play reviews daily.
• Manage and grow our player community.
• Record and publish short in-game update videos & create posts for new releases.
• Plan and execute community activities and content campaigns.
• Build and maintain relationships with creators and community leaders.
• Monitor and report community health, sentiment, and engagement metrics.
• Collaborate with internal teams to ensure the community perspective is always represented.
  
  

What We’re Looking For

• Experience in community management, player support, or communications (gaming industry preferred).
• Excellent written and spoken English; additional languages are a plus.
• Deep passion for player communities — you speak their language.
• Comfortable recording in-game footage to communicate updates (no camera required).
• Strong organisational and analytical skills — you understand that great community management is part art, part data.
• Self-driven, organised, and proactive — you don’t wait for direction to make things better.
• Basic understanding of AI automation tools and curiosity to experiment.
• Experience managing or growing communities on Discord is a plus.
• Familiarity with customer support tools (e.g., Jira) and AppFollow / app store reviews is a plus.