Player & Creator Experience Manager

PLAYER AND CREATOR SUPPORT (THE BASICS) - Work the help desk queue across email, chat, and the support platform. - Troubleshoot the recurring stuff: account recovery, purchase and refund problems, app bugs, creator-tooling issues. - Triage and escalate technical issues to product and engineering, then own the follow-through until they're actually closed, not just handed off. - Build and maintain macros, canned replies, automations, and help-center/FAQ articles. - Handle first-line support and moderation inside the Dorian app and Discord. COMMUNITY MANAGEMENT - Manage Discord, not just monitor it: participate in channels, AMAs, contests, and creator spotlights, and keep the community happy. - Respond to App Store and Google Play reviews across the apps and keep ratings as high as possible. - Track player and creator sentiment, surface trends to product/eng/marketing, and own community comms during incidents or outages. LIVEOPS - Support the live events and promotions calendar: plan and schedule reward events, seasonal campaigns, featured content, and sales. - Help coordinate the push and in-app messaging lifecycle: cadence, segmentation, and copy. - Set up campaigns end to end: mechanics, prize distribution, and completion tracking. - Read participation and performance data, report on what worked, and propose the next events. MERCH OPS (CUSTOMER AND PLATFORM TROUBLESHOOTING) - Work merch tickets end to end: order status, shipping and tracking, wrong/damaged/missing items, returns, refunds, and exchanges. - Be the human between the customer and the platforms: chase stuck or failed orders across Shopify, Etsy, TikTok Shop, and Instagram Shop, and resolve fulfillment errors with the supplier. - Handle refunds, chargebacks, and disputes. - Watch stock and fulfillment health: flag low inventory, sold-out SKUs, and shipping delays before they become a ticket wave. OPERATIONS AND REPORTING - Maintain support trackers and internal docs. - Update and segment player mailing lists weekly. - Ship a regular sentiment and trending-issues report to the internal team. - Own the metrics for this function: ticket volume, response time/CSAT, event participation, and community growth.