Community Coordinator (Contract)

The Community Team at Santa Monica Studio works to provide our fans with a best-in-class experience across our social channels. We are looking for a highly driven and passionate individual to join our team as a Community Coordinator.

A Community Coordinator is relied upon to assist the Community Manager and wider Community Team in the execution of operational tasks that support our long-term player engagement strategy.

Support the Community Strategy

• Communicate directly with fans, building strong relationships and maintaining a visible external presence on social media sites/forums
• Contribute to and maintain our community engagement strategy, including methods for acquisition, moderation policies, content building, and other outreach initiatives
• Assist in generating assets to support communications needs
• Provide copyediting and publishing logistic support for publication across online platforms
• Help in the creation of benchmarking documentation to track the latest trends across the industry and digital media spaces

Community Feedback

• Assist the Community Manager in compiling regular, comprehensive reports covering both qualitative and quantitative assessment regarding player sentiment online
• Monitor and track incoming bug reports, feedback, and inquiries from players, ensuring timely responses and resolution
• Collaborate closely with the development team to prioritize and escalate critical issues for efficient follow-ups and tracking of bug fixes
• Actively monitor social media platforms, forums, and community channels to identify user-reported issues, bugs, and issues and create or update tickets accordingly

Discord Moderation

• Collaborate with the Community Manager to organize events and activities that engage our community
• Work closely with moderators to maintain a positive and inclusive environment within our Discord community
• Proactively deescalate conflicts and address issues raised by community members as well as assist in answering ModMail tickets

Highlight the Fans

• Identify and bring forth UGC created by our community members to the Community Manager
• Curate UGC content to be featured in social media posts, monthly reports, and/or UGC video roundups to highlight the creativity of our community

PC Support

• Monitor Steam HUB pages and community threads regularly to stay updated on player discussions, feedback, and issues
• Proactively identify and escalate any emerging issues, concerns, or violations of community guidelines to the community team
• Respond promptly to flagged and reported content, including inappropriate posts, spam, or offensive material, and take appropriate action to remove or address it

Recruitment

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  Collaborate with the recruiting team to create social media assets and copy to promote open positions within the studio

  
  

Effective Communicator & Collaborator

• Excellent verbal and written communication skills and the ability to partner effectively with a diverse range of roles across the studio and SIE
• Consistently able to demonstrate good judgement and critical thinking skills regarding how to position information to various stakeholders with a wide range of objectives
• Able to distill and present information in a clean, professional manner across a variety of formats including PowerPoint, spreadsheets, text documents, etc. with a good eye for detail
• Adept with conversation management and moderation on online platforms; in particular the ability to de-escalate in a professional and calm manner

Proactive Independence

• Able to work independently once direction is provided, as well as quickly digest and effectively implement feedback when given
• Comfortable proactively communicating needs and potential blockers to ensure deliverables can be executed on-time and at a high-quality level

Online Community Expert

• Well-versed in the culture and expectations of console/PC gamers
• Fluent with current social media platforms and trends, especially Twitter/X, Facebook, Instagram, Reddit, Discord, Twitch, and TikTok

Project Management Craftsmanship

• Strong organizational and project management skills, including tracking multiple ongoing tasks/deliverables simultaneously from beginning to end
• Ability to manage short and long-term deliverables with emergent/changing priorities

• 1-2 years of experience in a community or digital communications role
• Four-year undergraduate college degree or equivalent qualifications

• Previous experience in the video games industry
• Experience with JIRA and other database software
• Basic competency with editing software like Photoshop and Premiere Pro for static/video assets

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