A day in the life of: The Head of Community
Hi Kiron. Can you tell us about how you came to work here at PlayStack?
I’ve been working at PlayStack for around 6 months now and have 5 years experience in several gaming companies in various CS/Community roles.
I’m really passionate about community, you get a lot of companies that will leave it in the background to tick over. I think it’s really important to nurture community, otherwise you are relying on them to be self sufficient, which isn’t the best feeling as a player. After meeting and speaking with Harvey and Harriet, I felt that PlayStack agreed with my ideas and they gave me the best balance of challenge and creative freedoms.
I’m excited to work on something from the ground up and feel that I can help PlayStack can cement itself as the ‘best in class,’ for Customer Support and Community within the games industry.
So, what does that entail?
So, my job is sorting out the company’s player-facing content. I try to bridge the gap between customers, PlayStack and the developers.
A normal day involves checking the ticketing systems, managing any fires (if any) and putting them out. Then I’ll align with the rest of the team, run reports, manage social channels, reply to players, plan for events and do any other jobs required like making images for social media. It’s an incredibly varied role and one that I love. I do everything from live streaming, community competitions, social media, outreach to fan groups, events, launches, touching base with influencers and a lot more! Anything that helps reach and engage our audience is on my plate.
Customer support is a big facet of my job too and something which I feel is really undervalued in the industry. I really try to make sure that we provide players with a service I’d want, I’ve been on the wrong end of games CS and it’s so easy to uninstall a game based on a few bad experiences. It’s not just answering customer complaints, there’s a lot of managing spinning plates and ensuring everyone is in sync. It’s too easy for communication to be lost, devs to get carried away with ideas that may annoy communities, players feel ignored etc.
What’s been your favourite projects at PlayStack?
Snipers vs. Thieves has been my biggest success in terms of community. It was one of the first things I sunk my teeth into, and in the first month I saw 5,000 extra likes on Facebook just through some really simple changes. I love the SvT Community, they are a really vocal group which is what you wish for in my line of work. I’m really excited to see how we can grow once we launch the game globally!
Secondly, I was really happy with the YouTubers we got for Dick Wilde, we managed to gather over a million views with very little spend through some keen networking skills and a few other tricks. The use of influencers really helped us.
What games are you into yourself?
I’m a huge gaming nerd. I play pretty much everything, I’ve tried to have every major console out since I was been a student! I’m a big fan of RPG’s and have a Final Fantasy VII tattoo, as it was the game that inspired me to get into my line of work. Generally I play a bit of everything though, with Doom, Yakuza 0 and Persona 5 currently on my play list.