Player Support Lead

What's the one game you couldn't put down? The game that connected you with friends, and made you feel like you belonged? If a game has ever defined a chapter of your life, then you already know the spark we’re chasing. Our mission is to ignite that same feeling for players; the thrill of competition, the joy of community, and the belonging of finding your own corner of a larger world.

Great games begin with people who dare to dream big. If that sounds exciting, you might be exactly who we’re looking for.

Bonfire is a group of experienced and ambitious developers, proud to be creating our first original IP:
Arkheron
. It is a fast‑paced, competitive PVP game set in a surreal dark fantasy world where 15 teams of three battle their way up the Tower. In a world built from memories, you will loot powerful items to create and adapt a unique build‑out that will change your strategy and combat experience with every Ascension.

The best way to understand our Publishing team is in their own words — here’s how they describe their work.

On the Publishing team, we believe the most meaningful experiences are built with, not just for, passionate communities. Forget chasing KPIs, we ditch the megaphone for open dialogue, building bridges between our talented devs and the players who love our game as much as we do. We reflect the heartbeat of the community back to the devs - what excites them, what they’re struggling with and what they value - and in turn we foster trust in the shared vision for the world we’re creating.

Our role is to amplify their voices, ensuring they help shape our world, not just hear about it. Above all else, we want to craft powerful and lasting moments that ignite us and our community; because in the end, we’re all players here.

As our Player Support Lead, you’ll design the systems, tools, and policies that shape how players are supported in a competitive, online multiplayer environment. This is a highly collaborative role, partnering closely with design, engineering, and publishing to build player support that is fair, trusted, and resilient. Rather than scaling a large support organization, your focus will be on designing how player support works from first principles — synthesizing complex problems into clear systems that prevent friction and failure cases long before players ever file a ticket.

• Evolving and refining our existing support workflows to guide players from issue to resolution, learning alongside the game and strengthening self‑service, automation, and clearly defined escalation paths over time.
• Applying deep knowledge of competitive PvP games to design incident response plans for outages, exploits, or large‑scale player issues—protecting fairness, trust, and match integrity under pressure.
• Defining player support policies and systems that are secure, GDPR‑compliant, and aligned with platform requirements—translating principles into workflows the team can execute consistently.
• Creating and maintaining a player‑facing knowledge base that is intuitive, current, and reflective of Bonfire’s tone, values, and commitment to player trust.
• Designing and managing how external support vendors operate within Bonfire’s player support ecosystem (ie: defining standards, escalation paths, quality bars, and performance expectations), without directly managing a large in‑house support team day to day.
• Partnering closely with design, engineering, publishing, and community to proactively identify friction points and address them upstream.
• Helping define moderation philosophy, escalation thresholds, sentiment signals, and monetization/refund guardrails - while creating clear reporting rhythms that give the studio visibility into player sentiment and support health. You’ll translate principles into systems the team can execute and insights leadership can act on.

• Bring 5+ years of experience in player or customer support, with ownership of tools, workflows, and policies—ideally in early‑stage, evolving, or ambiguous environments.
• Understand the unique pressures of competitive PvP or online multiplayer games, where fairness, trust, speed, and…