Remote Forum Support Specialist

Summary

Join us in our mission to build engaging player communities and offer outstanding experiences! We are looking for a Forum Manager & Moderator to handle player flags, moderate discussions, and ensure community guidelines are followed. The ideal candidate will have native level Japanese and business level English communication skills, with experience in forum moderation, community management, or customer support.

Requirements

• Native level Japanese & Business level English communication skills
• Must be working in the Tokyo Area
• Client facing experience
• Excellent communication skills, with the ability to produce detailed reports in both Japanese and English
• Experience with forum moderation, community management, or customer support
• Familiarity with Discourse or any similar forum platforms (experience with system admin functions is a plus)
• Strong organizational skills, with the ability to prioritize and manage multiple tasks
• Experience in handling community trends, player feedback, and escalation processes

Responsibilities

• Handle player flags, moderate discussions, and ensure community guidelines are followed
• Manage player accounts (suspensions, deletions, and other admin functions)
• Merge similar topics and move outdated content (release notes, known issues) to subcategories
• Add new content, including monster icons and status tags for resolved issues
• Monitor player engagement features like game badges
• Identify, verify, and escalate forum bugs related to both the platform and Discourse functionalities
• Conduct QA on reported bugs and follow through until resolution
• Manage bug escalations and coordinate with internal teams for swift resolutions
• Check new forum topics to identify trends and actionable feedback from the community
• Handle suggestions from players and escalate high-impact suggestions
• Ensure timely updates of major seasonal content and forum announcements
• Collaborate with the Niantic team to develop and execute campaign strategies aimed at enhancing player engagement
• Generate weekly reports on forum activities and issues in both English and Japanese
• Provide bi-weekly and monthly updates to internal teams on the status of the forum, top player concerns, and community trends
• Participate in regular meetings to discuss forum health, system improvements, and player feedback
• Collaborate with the Niantic team on the agents access/settings
• Customize and maintain Discourse settings, including player roles, permissions, and system functions
• Monitor and implement changes related to system requirements or bugs on the Discourse platform
• Use Discourse queries and APIs to gather insights and improve forum functionality
• Manage and add appropriate tags to organize discussions and information

Preferred Qualifications

• Experience in online gaming or tech-related communities
• Strong attention to detail and proactive problem-solving skills

Benefits

• Commuting Allowance : Up to ¥30,000/Month
• Work from home allowance : Up to ¥10,000/Month
• Social Insurance: Full Shakai Hoken（健康保険、厚生年金、雇用保険、労災保険）
• Paid Annual Leave
• Sick Leave
• Employee Assistant Program
• Language Program
• Employee Share Purchase Plan (ESPP)
• Referral program
• Medical check-up
• Company Events