Community Lead (CSR)

About Us

Mindstorm Studios designs, develops, and markets some of the top games and interactive entertainment in the world today. That's the mission our founders began with back in 2006 and we continue to uphold and bring the highest quality products to market.

Mindstorm is partnered with Lion Studios, one of the world’s leading mobile games publishers, and we are headquartered in San Francisco with development in Lahore. Our products have been downloaded over 300 million times globally with #1 worldwide chart toppers like Hexa Sort, Super Salon, Flick Pool, Tile Garden and Alliance Wars.

We are looking for the best and brightest minds in game development to join our team so we can empower our talent to create world #1 games.

Role

As the CSR/Community Lead for our prototyping pod, you will be the bridge between our player community and the development team. Your primary responsibility will be to manage customer support and community engagement efforts, ensuring that players have a positive experience with our hypercasual and casual puzzle games. You’ll collaborate closely with the QA and development teams to ensure that player feedback is integrated into our games and that player issues are resolved swiftly. Your analytical skills will be crucial for measuring the impact of your efforts and providing actionable insights to enhance the customer experience.

What will you be doing?

• Managing customer support across multiple channels, including Play Store, App Store, Discord, Support Emails, Helpshift, and Looker.
• Engaging with the community on Discord, responding to player inquiries, and building a positive and active community.
• Monitoring and analyzing customer feedback and support tickets to identify trends, pain points, and opportunities for improvement.
• Collaborating with QA and development teams to ensure issues are addressed and resolved promptly.
• Providing timely and accurate responses to player queries, ensuring a seamless customer experience.
• Documenting customer interactions, maintaining strong records of feedback, and tracking issues from start to resolution.
• Developing weekly and monthly reports to track customer support metrics, issues resolved, and areas for improvement.
• Working with the team to improve customer experience flows and identify areas for process optimization.
• Ensuring smooth communication between the community and the development team to ensure player voices are heard and acted upon.

What are we looking for?

• 3+ years of experience in customer support, community management, or a related role, ideally within the gaming industry.
• Strong data analytics skills to measure the impact of community and support efforts.
• Proven ability to work with customer experience flows, syncing with both QA and development teams.
• Attention to detail with the ability to document, track, and analyze issues effectively.
• Experience with Play Store, App Store, Discord, Support Emails, Helpshift, and Looker.
• Strong problem-solving skills, with the ability to take ownership of issues and work through them until resolved.
• A proactive approach to improving customer satisfaction and community engagement.
• Excellent written communication skills and the ability to maintain a consistent tone across all customer-facing channels.
• Understanding of key product KPIs, such as DAU, ARPDAU, and other metrics, to measure community engagement and support impact.

Things that get you extra points:

• Prior experience in a gaming environment, especially with hypercasual or casual puzzle games.
• A passion for community building and player engagement.
• Knowledge of game mechanics and the ability to assist players with in-game issues.
• Familiarity with game development pipelines and understanding how community feedback can influence game development.
• Strong interpersonal skills with an ability to foster positive relationships with players and internal teams.