Microsoft Community Manager (Social Media)

Redmond, WA Brand Representatives
Do you have a creative mind and a deep understanding of social media and online communities? We are seeking an experienced Community Manager to join our team as the critical point of interaction between our publishing team, development partner, and our players.

As a ModSquad Community Manager, you will work closely with Microsoft Studio’s game publishing, partner, and development teams (both internal and external to Microsoft) to create plans to engage, retain, and energize communities of fans around one or game titles, directly execute those plans, and report the results. You’ll also be charged with inventing new and unique ways to empower the developers with insight into their players, and creatively engage customers – towards the end goal of a thriving, healthy, and excited community surrounding all our titles. Within this role you will also be required to have a very customer support heavy mindset to help anticipate support load, pre-support plans, and live support as needed. This position requires being on-site at Microsoft’s Redmond campus.

The day-to-day tasks can greatly vary depending on the state of the title and development, but key responsibilities include:

  • Design and execute the Community Management strategy/plan
  • Create and report Community KPI’s (Key Performance Indicators) to the Publishing Team.
  • Track Community Sentiment, and regularly modify/adjust plans to enhance results
  • Grow community engagement with the product through live events, social media experiences, contests, awards, community member call-outs and other social community programs.
  • Respond directly to customers through community tools, forums, social media and reviews
  • Report on analytics around social engagement; report to the team how community is interacting with the product; offer guidance and recommendations on how to continue driving engagement
  • Communicate with players around game updates, new programs and announcements
  • Develop and maintain engagement channels
  • Support channels with content curation and moderation
  • Design and implement programs for moderation and online safety
  • Coordinate with internal and external partner teams to produce high-quality experiences to support announcements, product launches, and other news beats
  • Work closely with internal and external customer support teams and development teams to help resolve issues players are experiencing
  • Event planning and travel to associated events to represent your game’s franchise and community
  • Produce and execute on live stream programs built around key beats
  • Qualifications:

  • Be a self-starter and independent contributor with follow-through on all initiatives.
  • Be able to execute on community initiatives, measure results, and modify programs based on feedback.
  • Have or develop a deep knowledge of their franchise’s features, audience, and the unique challenges that brings
  • Speak to the community in an authentic voice, true to their franchise
  • Proven ability to collaborate across different game development disciplines with familiarity of the development process from start to finish
  • Organize internal and external resources and deliver according to a clearly communicated schedule to hit deliverable deadlines
  • Create and maintain working relationships both internally and externally to leverage ongoing community projects
  • An eye for quality and attention to detail to deliver high caliber-content
  • Excellent verbal and written skills; ability to communicate with a wide variety of disciplines and isolate and articulate key information
  • Possess significant first-hand practical knowledge of social media practices and web communities
  • Constant drive to learn and be adaptable to ever-changing surroundings and community trends
  • Ability to work flexing hours as your game/project demands
  • 2+ years’ experience managing an online community
  • 1+ years online customer support experience
  • Passion and understanding for gaming and gaming culture
  • Additional Desired Skills:

  • Bachelor’s degree or equivalent work experience
  • Prior experience in an online customer support or community based role. I.E Support agent, Community Coordinator, etc.
  • Experience with photoshop, paint, PowerPoint, and other visual editing software
  • Experience in high level video editing

  • Modsquad

    ModSquad is a company that provides on demand digital engagement. ModSquad works with the world’s coolest brands, and we’re oriented around flexibility, people, and results.

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