Community & Customer Support Specialist (Cebu-onsite), Cebu City

Role Overview

We are seeking a passionate and player-focused Community Manager & Customer Support Specialist to join the FATE: Reawakened team. This role bridges community engagement and player support across PC, console, and mobile platforms. You will be the voice of the brand, fostering an engaged player base, while ensuring prompt, empathetic, and effective resolution of player issues.

Your mission is to build, nurture, and support the FATE community — from welcoming new players to championing our most dedicated fans — while collaborating with internal teams to improve game experiences and retention.

Key Responsibilities:

Community Management

* Develop and execute community engagement strategies across Discord, social media, and in-game channels.
* Create and manage engaging content, including posts, announcements, AMAs, patch notes, and live events.
* Moderate community spaces, ensuring they remain safe, inclusive, and aligned with the brand’s values.
* Monitor player sentiment and trends, providing actionable feedback to the publishing, development, and marketing teams.
* Organize community-driven campaigns, contests, and events to increase player engagement and retention.
* Serve as the public-facing representative for FATE: Reawakened, responding to questions, concerns, and feedback in a professional and engaging manner.

Customer Support

* Provide timely and empathetic customer service via email, in-game ticketing, and social platforms.
* Troubleshoot technical, account, and gameplay-related issues in collaboration with QA and development teams.
* Maintain and update support documentation, FAQs, and player guides.
* Track, categorize, and escalate recurring issues to relevant internal teams for resolution.
* Maintain a strong understanding of platform-specific support processes (Steam, PlayStation, Xbox, App Store, Google Play).

Requirements:

* Experience: 2+ years in community management and/or customer support within the gaming industry.
* Platforms: Familiarity with PC, console, and mobile game ecosystems, including their respective community and support tools.

Skills:
* Exceptional written and verbal communication.
* Strong organizational and multitasking abilities.
* Conflict resolution and de-escalation skills.
* Basic understanding of analytics and reporting tools for community engagement.

Mindset:
* Passion for gaming and understanding of RPG and fantasy communities.
* Player-first approach with a focus on transparency and trust.
* Team-oriented but able to work independently.

Nice-to-Have:

* Experience with live service games and event-driven community activities.
* Knowledge of CRM systems and ticketing platforms (e.g., Zendesk, Freshdesk, Helpshift).
* Familiarity with localization and supporting global player bases.
* Experience with content creation (streaming, video editing, graphic design).

Why Join Us?

* You’ll be part of a passionate team bringing FATE: Reawakened to players worldwide across multiple platforms. This role offers a unique blend of community building, player advocacy, and direct impact on the player experience. If you thrive on connecting with gamers, solving problems, and shaping vibrant communities — this is the place for you.
* Flexible working schedule
* Dress comfortably! We keep things casual here, so you’re free to wear what feels right for you.
* Mandatory government benefits (SSS,Philhealth & Pag-Ibig)
* Paid leave benefits
* Company events
* Health insurance upon regularization
* Opportunities for promotion
* 13th Month Pay


Interested applicants, you may submit your application to hr.ph@gamigo.com

Job Type: Full-time

Benefits:


Additional leave
Company events
Flexible schedule
Health insurance
Work Location: In person