Managed Services Lead, Community & Player Operations

Pragma builds software that helps game studios create great games and lasting relationships with their players. FirstLook helps studios run playtests, understand their audiences, and build engaged player communities. Our work connects game developers, players, and creators, with the goal of helping great games find and grow their audiences.

• Plan and run playtests end to end in FirstLook, including flows, surveys, NDAs, invite waves, player comms, and follow-up.
• Write and schedule player communications, track conversion at each step, and adjust to improve results.
• Turn playtest data, player feedback, and community sentiment into clear readouts for the studio.
• Coordinate player recruitment with our team, using both our player network and paid acquisition campaigns.

• Set up or restructure Discord servers, including roles, permissions, bots, onboarding, and guidelines.
• Write moderation policies, escalation processes, and handbooks, and recruit, train, and support moderators.
• Handle player reports and community issues, and coach developers on how to engage with their players.

• Help studios handle toxicity, difficult player conversations, and crisis moments, from drafting a quick Discord post to working with leadership on a decision and next steps.

• Help studios launch and run creator programs with FirstLook’s creator tools, including onboarding, outreach, and communications.

• Design service packages for different studio sizes, from self-serve templates to fully embedded support.
• Track time and outcomes for each engagement so we can price, staff, and scale the offering.
• Work with sales on scoping and pitching managed services, and with the CSMs who own each studio relationship.
• Bring product feedback from hands-on use to our Product team, including tools that would help us serve many studios at once.

• 4+ years in community management, player operations, or live operations at a game studio or publisher.
• Hands-on experience running playtests or betas, including recruitment, comms, and feedback collection.
• Experience building and moderating large Discord communities, including training moderation teams.
• Comfort with data. You can read funnel and conversion metrics and use them to improve results.
• The ability to stay calm and clear in hard situations, whether that’s a toxic community or a tough conversation with studio leadership.
• Strong organization and written communication, with the ability to manage several studios at once.
• Experience with FirstLook or similar playtesting and community tools.

• Consulting or agency work supporting several studios at once.
• A background in player acquisition, including organic growth and paid channels.
• Experience running creator or influencer programs.
• A network across studio community teams.

Why join us
You’ll build a new line of business from the ground up, with real input on how it’s packaged, priced, and delivered. You’ll work directly with studios of all sizes, alongside a small team that knows the product deeply.

We offer remote work and a competitive hourly contract rate, with a path to a full-time role.