About the Job
- Build and nurture a thriving community of passionate, high-value users for one of the fastest-growing consumer app studios in the gaming space.
- We're looking for a high-energy Community Manager to join our fast-growing team. In this role, you'll be the voice, heartbeat, and daily presence of our community — managing our Discord server, engaging with users through live chat on our website, and making sure every member feels seen, heard, and genuinely part of something special.
- You'll own the full community experience end-to-end: from Discord moderation and event programming to real-time user support and retention-driving engagement. Our users are HNW (high-net-worth) customers of a premium software product — they expect white-glove treatment, fast responses, and a community that feels exclusive, active, and worth being part of.
- If you live on Discord, love talking to users, and know how to turn a chat room into a community people don't want to leave — this role is for you.
About Triplespeed
Triplespeed is a fast-moving app studio that's profitable, scaling multiple apps to >$10M/yr revenues, and growing fast. We build and scale direct-to-consumer apps in the video games space, and community is a core pillar of how we retain users, drive engagement, and build long-term brand loyalty.
Key Responsibilities:
Discord Management (Core)
- Own our Discord server end-to-end — structure, channels, roles, onboarding flows, bots, and moderation.
- Be actively present in Discord throughout the day, driving conversation, answering questions, and keeping the energy high.
- Plan and run regular community events: AMAs, giveaways, tournaments, themed channels, seasonal campaigns.
- Build and enforce community guidelines; manage moderation and handle escalations with care.
- Grow the server thoughtfully — attract the right users, retain them, and make sure activity compounds over time.
Live Chat & Real-Time User Engagement
- Engage constantly with users through the live chat on our website — fast, helpful, personable responses.
- Treat every interaction as a chance to strengthen the relationship with a high-value customer.
- Triage issues, route technical problems to the right team, and close the loop on user concerns.
- Turn support moments into community moments — invite engaged users into Discord, flag power users, build rapport.
Community Building & Retention
- Make users feel like insiders — recognize regulars, celebrate milestones, surface great contributions.
- Identify and nurture top community members; build a core group of advocates and super-users.
- Gather user feedback continuously and feed it back to product, marketing, and leadership.
- Design rituals, traditions, and inside jokes that make the community feel alive and specific to us.
Content & Communication
- Write announcements, patch notes summaries, event recaps, and community updates in a voice that fits our brand.
- Coordinate with marketing and product on launches, promotions, and community-facing campaigns.
- Keep the community informed about what's coming, what's changing, and what's being worked on.
Performance Tracking & Reporting
- Track key community health metrics: DAU/MAU in Discord, message volume, retention, sentiment, response times in live chat.
- Monitor sentiment across Discord, live chat, and social channels.
- Report on community growth, engagement, and key wins/issues on a regular cadence.
- Identify patterns and surface insights that inform product and marketing decisions.
Process & Operations
- Continuously improve community workflows, moderation tools, and response templates.
- Document playbooks for events, escalations, onboarding, and crisis communication.
- Support organic growth initiatives and cross-functional projects as needed.
Who Can Apply
- 1–5 years experience in community management, Discord moderation, customer engagement, or a similar user-facing role.
- Deep familiarity with Discord — not just as a user, but as someone who has run or helped run a server (roles, permissions, bots like MEE6/Dyno/Carl-bot, verification flows, etc.).
- Excellent written communication — fast, clear, warm, and on-brand.
- Comfortable being always on during peak community hours and responsive in real time.
- Highly organized, able to juggle live chat, Discord, events, and reporting simultaneously.
- Genuine empathy for users and a service mindset — especially with a premium, high-expectation audience.
- Comfortable in a fast-paced, high-ownership environment.
Bonus Points
- Interest or active involvement in trading card games (Magic: The Gathering, Lorcana, One Piece TCG, Flesh and Blood, etc.) or Pokémon (TCG, video games, or broader franchise). If you collect, play, or just geek out about TCGs — we want to hear about it.
- Experience managing communities for gaming, collectibles, or hobby-driven products.
- Experience working with HNW, premium, or prosumer user bases where service standards are high.
- Experience with live chat tools (Intercom, Crisp, Zendesk, etc.).
- Experience running events, tournaments, or giveaways.
- Experience with community analytics tools (Statbot, Common Room, Orbit, etc.).
- Background in D2C, mobile apps, or consumer software.
Preferred Skills
- Discord server management and moderation
- Live chat engagement
- Community event programming
- Written communication
- User empathy and relationship building
- Sentiment analysis
- Reporting and analytics
- Process documentation
- Attention to detail
- Ability to execute at speed
What We Offer
- Competitive Compensation: Strong salary package based on experience.
- High Ownership: Own our community end-to-end and shape how thousands of HNW users experience our brand.
- Fast-Paced Environment: Work with a lean, ambitious team building and scaling rapidly.
- Career Growth: Opportunity to grow into a Head of Community / Head of Customer Experience role as we scale.
