Bonfire Studios
Overview
As our
Player Support Lead , you will design the systems, tools, and policies that ensure players feel supported, respected, and empowered. This is a highly collaborative, cross-functional role that bridges design, engineering, publishing, and community. Your mission: to solve player pain points quickly, securely, and at scale — getting players back into the game and keeping them connected to our world. At Bonfire, we don't have armies of support agents, so we rely on creative, scalable solutions that blend self-service, smart automation, and thoughtful workflows. If that challenge excites you, this is the role. We are Bonfire—a group of experienced and ambitious developers creating our first original IP: Arkheron. It is a fast-paced, competitive PvP game set in a surreal dark fantasy world where 15 teams of three battle up the Tower. In a world built from memories, you will loot powerful items to create and adapt a unique build-out that will change your strategy and combat experience with every Ascension. What you’ll contribute by: Building support workflows that guide players from problem to solution, emphasizing scalable self-service and automation. Defining and managing secure, GDPR-compliant systems that protect player data and meet platform requirements. Creating and maintaining a player knowledge base that’s intuitive, regularly updated, and reflective of Bonfire’s tone and values. Leading vendor partnerships for moderation, support agents, and related tools, ensuring quality, alignment, and global coverage. Developing incident response plans to quickly address outages, exploits, or large-scale player issues. Working with design, engineering, publishing, and community partners to proactively address friction points. Refining moderation philosophies, managing GGWP agents, overseeing sentiment analysis, or shaping monetization/refund policies, depending on your background. Qualifications
Bring 5+ years of experience in player or customer support, with direct ownership of tools, workflows, and policies. Hands-on experience setting up and managing vendors, scalable automation, and moderation platforms. Understand platform certification requirements and integrations across console, PC, or mobile. Have supported players globally and understand regional differences and best practices. Know the unique challenges of competitive PvP or online multiplayer games. Are an excellent and empathetic communicator, able to balance player advocacy with internal collaboration. Bonus points if you
Understand the social media and games ecosystem (including nuances like influencer support and community expectations). Have experience with moderation design, sentiment analysis, monetization policies, or other community health initiatives. Role fit considerations
This may not be the role for you if your background is primarily in large-scale call centers without experience building lightweight, scalable systems. If you come from industries with little community engagement (e.g., enterprise SaaS, healthcare) and lack player-first exposure, this may not be the right fit. You should avoid rigid, one-size-fits-all solutions; we value evolving, player-centric approaches that adapt with the game. Why Bonfire
We embrace bold challenges with creativity and courage, making tough calls to build a game we’re proud to play every day. We keep fun at the core: we play Arkheron daily and fix if it isn’t more fun than yesterday. We listen by playing, not chasing trends. We stay independent, with decisions driven by the team—not by investors or a board. We thrive in a culture of passion, trust, and shared ownership where transparency matters and egos don’t. The base salary range for this role is
$120,000-$140,000 . Depending on your experience and level, offers may land above or below that range. Compensation at Bonfire goes beyond salary: every new teammate receives equity, a full benefits package, and additional perks. When we connect, we’ll walk you through full details. This posting reflects current compensation expectations. Want to get a feel for what it’s like to work here? Learn about our culture, team, benefits, and perks at www.bonfirestudios.com. Any information shared during the application process is for recruiting purposes only and will not be shared externally; you can read more in our privacy policy. Seniority level: Mid-Senior level Employment type: Full-time Job function: Other | Industries: Computer Games
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As our
Player Support Lead , you will design the systems, tools, and policies that ensure players feel supported, respected, and empowered. This is a highly collaborative, cross-functional role that bridges design, engineering, publishing, and community. Your mission: to solve player pain points quickly, securely, and at scale — getting players back into the game and keeping them connected to our world. At Bonfire, we don't have armies of support agents, so we rely on creative, scalable solutions that blend self-service, smart automation, and thoughtful workflows. If that challenge excites you, this is the role. We are Bonfire—a group of experienced and ambitious developers creating our first original IP: Arkheron. It is a fast-paced, competitive PvP game set in a surreal dark fantasy world where 15 teams of three battle up the Tower. In a world built from memories, you will loot powerful items to create and adapt a unique build-out that will change your strategy and combat experience with every Ascension. What you’ll contribute by: Building support workflows that guide players from problem to solution, emphasizing scalable self-service and automation. Defining and managing secure, GDPR-compliant systems that protect player data and meet platform requirements. Creating and maintaining a player knowledge base that’s intuitive, regularly updated, and reflective of Bonfire’s tone and values. Leading vendor partnerships for moderation, support agents, and related tools, ensuring quality, alignment, and global coverage. Developing incident response plans to quickly address outages, exploits, or large-scale player issues. Working with design, engineering, publishing, and community partners to proactively address friction points. Refining moderation philosophies, managing GGWP agents, overseeing sentiment analysis, or shaping monetization/refund policies, depending on your background. Qualifications
Bring 5+ years of experience in player or customer support, with direct ownership of tools, workflows, and policies. Hands-on experience setting up and managing vendors, scalable automation, and moderation platforms. Understand platform certification requirements and integrations across console, PC, or mobile. Have supported players globally and understand regional differences and best practices. Know the unique challenges of competitive PvP or online multiplayer games. Are an excellent and empathetic communicator, able to balance player advocacy with internal collaboration. Bonus points if you
Understand the social media and games ecosystem (including nuances like influencer support and community expectations). Have experience with moderation design, sentiment analysis, monetization policies, or other community health initiatives. Role fit considerations
This may not be the role for you if your background is primarily in large-scale call centers without experience building lightweight, scalable systems. If you come from industries with little community engagement (e.g., enterprise SaaS, healthcare) and lack player-first exposure, this may not be the right fit. You should avoid rigid, one-size-fits-all solutions; we value evolving, player-centric approaches that adapt with the game. Why Bonfire
We embrace bold challenges with creativity and courage, making tough calls to build a game we’re proud to play every day. We keep fun at the core: we play Arkheron daily and fix if it isn’t more fun than yesterday. We listen by playing, not chasing trends. We stay independent, with decisions driven by the team—not by investors or a board. We thrive in a culture of passion, trust, and shared ownership where transparency matters and egos don’t. The base salary range for this role is
$120,000-$140,000 . Depending on your experience and level, offers may land above or below that range. Compensation at Bonfire goes beyond salary: every new teammate receives equity, a full benefits package, and additional perks. When we connect, we’ll walk you through full details. This posting reflects current compensation expectations. Want to get a feel for what it’s like to work here? Learn about our culture, team, benefits, and perks at www.bonfirestudios.com. Any information shared during the application process is for recruiting purposes only and will not be shared externally; you can read more in our privacy policy. Seniority level: Mid-Senior level Employment type: Full-time Job function: Other | Industries: Computer Games
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