Head of Player Experience & Support
About Twin Atlas
We are a Las Vegas based game studio born on the Roblox platform and built by people who genuinely love this community. As a community-first studio, we care as much about our worlds and players as we do about the people building them. That mindset has helped us grow into one of the most innovative teams on Roblox, pushing boundaries, shaping culture, and setting new standards across the platform.
With over 8B game visits, 44M monthly players, and a 19M member community, our worlds have become a core part of the Roblox ecosystem. We’re a ten-time winner of the Roblox Innovation Awards and recognized as builders of the future of the platform. From Creatures of Sonaria and Dragon Adventures to World // Zero and Horse Life, we create experiences that players live in, not just visit.
About the Role
We're looking for a Head of Player Experience & Support to build something that doesn't really exist at Twin Atlas yet: a world-class player support function capable of looking after our entire portfolio.
This isn't a role inheriting a perfectly organised support department with a thousand-page playbook. You're building the playbook.
You'll own the strategy, systems, processes, tooling, vendors, quality, reporting, and operational model that determine what happens when a player of our games needs help. We don't just want players to get an answer. We want them to finish an interaction thinking "Twin Atlas actually cares about its players. I trust these people with my gaming experience."
That's the bar.
You'll build an outsourced operation capable of handling the majority of player interactions, while establishing the internal systems and escalation paths for the cases that genuinely require Twin Atlas. You'll work centrally across Product, Engineering, Game Teams, Community, and Operations.
Make player support feel less like a help desk and more like Twin Atlas.
Responsibilities:
- Build it, and they will come.
- Own the Player Support strategy and operating model across the portfolio.
- Design the organisation: tiers, queues, ownership, escalation, staffing and coverage.
- Analyse our support data to understand what players actually need.
- Build a unified support taxonomy across games. "Miscellaneous" is not a strategy.
- Create processes that survive both normal Tuesdays and "the event just launched and everything is on fire."
- Build the roadmap to scale Player Support as Twin Atlas grows.
- Develop the outsourced operation.
- Find, evaluate and select the right support partner.
- Run the RFP and negotiate the commercial relationship.
- Define what the vendor owns, what Twin Atlas owns, and where the line sits.
- Establish SLAs, KPIs, QA and escalation standards.
- Build training that turns an external agent into someone who actually understands our games.
- Scale support around launches, events and incidents.
- Own the relationship once it's live. Outsourcing the work won’t mean outsourcing accountability.
- Build the tools.
- A support agent shouldn't need to email an engineer because a player didn't receive a dragon. You'll define what support needs to see, understand and do to resolve issues themselves.
- Define requirements for internal support tooling.
- Partner with Engineering and Product to build or integrate it.
- Establish appropriate player-data access.
- Build controlled account remediation and recovery workflows.
- Ensure support actions are permissioned, logged and auditable.
- Build a knowledge base people actually use.
- Automate repetitive work and let players solve simple problems themselves.
- Own the player relationship.
- Purchases and transactions
- Missing items and rewards
- Gameplay problems
- Bugs and technical issues
- Events and promotions
- Exploits and scams
- Moderation appeals
Requirements:
- Significant experience leading Customer Support, Customer Experience, Player Support, or a similar function.
- You've built something before. We care more about this than managing something that already worked.
- Experience selecting and managing outsourced support / BPO partners.
- Experience designing support operations, SLAs, QA, escalation and staffing models.
- Strong understanding of modern support platforms and tooling.
- Strong operational and analytical instincts.
- The ability to turn messy problems into systems people can actually follow.
- Excellent communication skills. You'll write policy one minute and convince Engineering to build a support tool the next.
- The ability to operate without someone handing you the playbook.
- A bias toward "let's build it" rather than "someone should probably look into that."
Bonus:
- Bonus: Roblox, UEFN, or any UGC platform or you've worked in games, especially live-service or free-to-play.
Location:
- Fully remote, but if Vegas sounds exciting, we can chat about relocation options.
Compensation:
- $90,000 - $150,000 + Benefits. Most offers land within this range. If your experience sits outside it in either direction, we'd still like to have the conversation.
Significant experience leading customer support or player support; experience building support functions and managing outsourced BPO partners; strong operational, analytical, and communication skills; ability to design support operations, SLAs, QA, and escalation models.
Key Responsibilities
- building support strategy
- managing outsourced operations
- designing support tooling
Job Details
- Category: Customer Service
- Seniority: Senior Level
- Commitment: Full Time
- Workplace: Remote — United States or Las Vegas
- Salary: USD 90,000 – 150,000 / year
- Languages: English
Benefits
- Relocation assistance
About Twin Atlas
A Las Vegas-based game studio creating immersive Roblox experiences and building a community-first platform. — Industry: Information Technology