Hi, I’m Jess

Communication, game knowledge, balance.

Responding on forums, providing gameplay tips and tricks, and the occasional playful trolling of players (mods like to laugh too!)

Empathy, soft skills, technical knowledge.

Live chats, phone calls, social support and helping players that came to office too (yes, players would turn up to the office doors and were unhappy about their game crashing!)

Player support involved emotional intelligence, navigating difficult conversations with frustrated players or vulnerable players, and a lot of technical knowledge too (players don’t like to be told their PCs are toasters!).

Reporting, data analysis, and communication.

Collecting daily, weekly and monthly contact stats (from community and player support) and turning this into tangible information for developers to read, to turn into patches and content updates.
The bridge between players and developers.

Communication, game knowledge, hype.

Finding future players and understanding niche audience types, sentiment reporting and relationship building, actively fighting for the content future players would like to see based on their similar games and feedback.

Plan, Pivot, Produce.

Keeping up with products pivoting during development, and reassessing marketing plans from a supporting role.
I supported with events, marketing activity planning, budgeting, asset creation and management, feedback rounds for polish on multiple public facing items (trailers, magazines, videos, social content) and rebranding of products, and for studio.

Supporting with creation for a game trailer and announcement for EVERYWHERE during Gamescom (2022)

Supporting with creation for a magazine cover of EVERYWHERE for Edge (2023)

Plan, Build, Assess.

I created the Player Services knowledge base, risk assessment, player behavior matrix, GDPR processes, fraud, billing, and UGC Moderation.

I built the Zendesk customer support website with both player facing and support team interface. This included live chat functionality, ai chat bot and routing, player self servicing, and automations for routine bulk queries.

I hired 8 team members through 2 rounds of hiring and instilled the need for soft skills, supporting each other, and process optimisation so we can deliver an excellent service, giving both quality and quickly.

Player Services Tool
The tool was bespoke and developed internally. I worked closely with tools and platform developers to design a customer support tool, that could also data report, live analyse, and automations. If the tool detected repeat bulk query spikes, it could automate a report and send to leads to investigate what is happening for the spike in specific queries.

Player Services Website
Players needed a website to request support, and the customer support team needed a portal to reply! I worked closely with Zendesk and solo developed the customer support player facing website, self service, and live reporting (game service maintanence announcement). I routed, optimised and created channels within the customer support portal so queries could be organised by age, type, language, complexity and subset.
This also included live chat capability, ai chat bot implementation, and player self servicing (account recovery / GDPR requests).

UGC Moderation Tool
The game EVERYWHERE involved user generated content, meaning a duty of care was needed for players. I worked closely with game development and tools teams to understand the creation process, and created the UGC Moderation Tool. This was both a player facing and player support facing tool. This tool was based on player ease to submit content, and the ability to utilise Ai to moderate content quickly and sive edge cases for human review / train the tool for future cases. This tool required reiteration, optimisation and scheduled maintenance to ensure false positives remained as low as possible.

Quality, Accesability, Live!

This was a little bit of everything, from localisation support and accessibility research which in turn became development projects, there was also project tracking, scheduling, speaker for progress meetings and a lot of planning.

Post, Monitor, Update

Less engagement and more update posting, social content involved sharing large update, visibility and discoverability of upcoming stages of game development and for the studio.