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Game Master (Live Operations)

Leamington Spa, United Kingdom

Studio OverviewHardlight is part of SEGA Networks Inc., a division of SEGA Networks Co., Ltd. Established in July 2012 as a division of Tokyo-based SEGA Corporation, SEGA Networks Inc. is focused on publishing games for mobile and tablet devices. Our games are based on SEGA’s most iconic brands in addition to the development of new intellectual properties.We are best known for our endless runner Sonic Dash franchise, whilst also bringing the beloved SEGA Arcade classic Crazy Taxi to the mobile arena. Hardlight is currently hard at work on an ambitious dark fantasy 4X project, bringing an existing Japanese IP to Western audiences.The team works from a custom designed and open plan studio in the heart of Royal Leamington Spa – a thriving town with a bustling game-development scene. We’re a small, dedicated bunch with drive, passion and creativity. Come and enjoy being a part of a highly experienced group of industry professionals who are passionate about what we do. We have a leading benefits package to boot, along with a collaborative and flexible working environment. Position OverviewAs a Game Master you will support the studio Live Operations (In-game Promotions, Community Engagement and Customer Service) and ensure that the community for one of our titles is entertained and satisfied with the game experience. Responsibilities

  • Work within the team to help reach and improve game performance metrics
  • Plan and execute promotions, contests and events
  • Monitor and analyse Key Performance Indicators
  • Take ownership of the VIP community where you will take care of the paying user base by enhancing their player experience and providing real-time support services
  • Cooperate with the Community Management team by participating in social channels and forums and by offering direct communication with the game community
  • Cooperate with the Customer Support team by identifying, tracking and reporting emergent irregularities and/or issues effectively


  • Proficiency with MS Excel / Google sheets
  • Analytical capabilities and data driven decision making
  • Able to work well in an agile game development Studio with members of all disciplines
  • Amiable and willing to follow direction but willing to bring their own ideas to the table
  • An intuitive understanding of what constitutes a good gameplay experience
  • Good verbal and written communication skills in English

Desired but not a must

  • Previous work experience with online and/or mobile games
  • Understanding of free-to-play games model, economies and monetization systems
  • Ability to speak at least one other language (German, French or Spanish)

 This job description is an accurate reflection of the duties and responsibilities of the post as at the time of writing but will be changed from time to time as the position is a career development job which will be adjusted according to the progress of the job holder.  It does not form part of the contract of employment.