[Hiring] Managed Services Lead @Pragma

Role Description

We’re building a managed services offering for FirstLook, and we’re looking for someone to lead it. More and more studios see community management as a service they buy, not a role they hire for. Some just need their Discord set up. Others have FirstLook but not the bandwidth or skills to use it fully. Some lose a key person in the middle of a playtest. What they all want is someone who can come in and run it: their FirstLook setup, playtests, player comms, Discord, and sometimes their creator program.

You’ll start by doing this for a small number of studios, working embedded with their teams alongside our customer success and sales teams. As demand grows, you’ll turn the work into packages, templates, and playbooks we can offer studios of every size, from self-serve resources for small teams to fully managed support for publishers. This role starts as a part-time contract. As the business grows, we expect it to become full time.

What you will do

• Run FirstLook and player operations for studios
• 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.
• Community management and moderation
• 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.
• Community health and crisis support
• 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.
• Creator programs
• Help studios launch and run creator programs with FirstLook’s creator tools, including onboarding, outreach, and communications.
• Build the offering
• 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.

Qualifications

• 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.

Helpful experience

• 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.

Benefits

• 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.