Olga V

Community Team Lead | Player Support Team Lead | Plarium

Aug 2021 - Mar 2026 • 4 yrs 7 mos

📌 Leadership & Operations: → Led Player Support and Community teams, managing end-to-end operations for live and early-stage mobile games → Built customer support processes from scratch, including workflows, automation, and cross-functional collaboration (QA, Development, Localization) → Defined and tracked KPIs and OKRs, aligning team performance with product and company goals 📌 Player Support & Systems: → Set up and optimized Zendesk support infrastructure, including knowledge base, ticket classification, and automation → Improved support efficiency and reduced ticket volume through self-service solutions and process optimization → Monitored player feedback across Google Play and App Store, improving response speed and player satisfaction 📌 Community & LiveOps: → Launched and managed community platforms and social media, including content strategy and player engagement → Delivered LiveOps content and in-game communications (push notifications, events, updates) → Managed the full content production cycle, implementing AI tools to increase speed and efficiency 📌 Insights & Impact: → Generated regular reports from social data and player feedback — used by management for product decisions. → Delivered actionable insights and reports to leadership, influencing product decisions and feature improvements 📌 Team Management: → Led team development through 1:1s, feedback cycles, and retrospectives → Built a performance-driven culture focused on continuous improvement and player experience

Community Manager | Player Support Manager | Plarium

Feb 2020 - Aug 2021 • 1 yr 6 mos

📌 Player Support: → Managed Tier 1–2 player support operations, handling full lifecycle of player inquiries, issue resolution, and escalations → Administered and optimized HelpScout, improving support workflows and response efficiency → Collaborated with QA and development teams to resolve player-reported issues 📌 Community Management: → Built and managed a Facebook community (12K+ players) for a Tier 1 mobile game → Developed and executed content plans aligned with LiveOps and product roadmap → Published updates, events, and engagement activities to maintain active player communication 📌 LiveOps & Communication: → Delivered LiveOps content across App Store and Google Play → Managed player communication during game sunset (end-of-life), ensuring transparency and retention

Player Support Manager | Tatem Games

Sep 2017 - Jan 2020 • 2 yrs 4 mos

📌 Community Management: → Managed Facebook-based communities for mobile games across two action titles and one simulation title (Tier 1), including preparation and publishing of community content → Maintained consistent player communication and engagement across Facebook community channels → Responded to player reviews on the App Store and Google Play, escalating game-related issues to the development team 📌 Player Support: → Delivered Tier 1 Player Support for a global mobile game with 10M+ players, handling high-volume player inquiries → Investigated and resolved technical issues in collaboration with QA and development teams → Provided structured and user-friendly communication to improve player satisfaction and retention → Contributed to continuous improvement of support processes and player experience