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Community and Customer Experience Role – (Korean Language)

Community and Customer Experience Role – Korean Language

Position Overview

We are looking for a suitable candidate to join our Community and Customer Experience team working across all our markets, but with a specific focus on our Korean language audience. As our second language specialist (after Chinese) within the team, there is the opportunity to shape the role, expanding on responsibilities and introducing new processes in how we manage our community.

You will be tasked with creating and developing a voice for the studio within our Korean language community whilst having direct day-to-day involvement with our entire audience supporting all our titles across 10 platforms, with scope for further ground-breaking releases in the future.

This role requires collating external feedback for delivery to the relevant stakeholders, providing direct customer support and acting as a live knowledge base, available to provide answers to a broad range of questions.

Additionally, you will look to provide game sentiment from the various user-base platforms alongside providing the company a knowledge resource of various markets and gaming cultures of users from multiple regions, helping determine future requirements for further markets coverage.

The position is primarily based at the studio’s headquarters in east London, however under the current circumstances you would be expected to start remotely, making the role suitable for someone who is comfortable working independently.

Key Responsibilities

• Creatively and proactively engage consumers to drive conversations and relationships as a voice of the development team.
• Research, develop and enhance various channels of communication across our Korean language audience.
• Day-to-day interaction with the Football Management community via the studio’s forums and social media channels.
• Build and maintain strong relationships with our internal localisation department, translators and Korean partners, including the Korean office for SEGA to link with territory sales and marketing, including scope to accommodate Korean working hours.
• Translate FAQs, announcements, promotional content and in-game content on a regular basis.
• Coordinate the monitoring of and response to support queries and feedback in a timely manner, investigating and resolving issues as required.
• Create and deliver community focus reports as and when required.
• Work alongside our Business Intelligence and marketing teams, with scope to make recommendations to improve our tracking, reporting and processes for all company titles.
• Act as the liaison between our Korean Research team and our game’s internal QA and Research departments as and when required.
• Develop and maintain expert, in-depth knowledge of all the studio's products (and competitor titles).

Knowledge Skills and Experience

• Good communication skills whilst being fluent in both English and Korean.
• Ability to read and translate English to/from Korean.
• Experience with Community support within the games industry, with knowledge of the Free to Play market preferable.
• Current in-depth knowledge of the Korean social media landscape and culture which surrounds it.
• Strong knowledge of Football Manager, a love of football and an affinity with Football Manager fans.
• An analytical, critical-thinking mindset with exceptional eye for detail.
• Excellent aptitude for grasping new strategies, software and processes.
• Ability to work independently, flexibly and proactively within a small team.
• Appetite to learn, research and self-teach.
• An ability to work in a fast-paced, reactive environment under pressure.
• Working familiarity/knowledge of Zendesk desirable but not essential.
• High level of computer knowledge and skills with working knowledge of SQL, Tableau or similar programs desirable but not essential

Studio Overview

Sports Interactive (SI) is the world’s leading developer of football management simulations through its Football Manager series of games. Founded in 1994 and now based in East London's booming technology hub at Here East in Stratford, SI, as a continually successful and profitable company, is now looking to expand its full-time staff as it pushes out across both existing and emerging gaming platforms.

SI’s games have enjoyed an unparalleled history of commercial and critical success, with 12 of its creations among the UK's Top 20 fastest-selling PC games of all time and five in the UK’s top 20 best-selling PC games of all time. Sports Interactive became a wholly owned subsidiary of SEGA in 2006.The studio is a vibrant environment, full of talented and dedicated people with drive, passion and creativity, who enjoy working within a close-knit team as part of a lively, self-motivated and forward-thinking company.

Sports Interactive looks after its staff’s well-being with a flexible working schedule that make the studio a relaxed and friendly place to work (there are staff lunchtime football teams and a wide range of regular social events). We’re also very proud of having one of the lowest turnovers of staff in the industry. We are an equal opportunities employer who welcomes a diverse team and enjoys working in the community we serve. Further information on Sports Interactive and its games is available on the SI website, www.sigames.com.