Game Master/Customer Service

BEFORE APPLYING:

In order to be considered, you must provide us with a (no greater than) 1 page cover letter in PDF format explaining your background, why you'd like to work with us, and why you should be the first CSR/Game Master we bring onboard. Please also provide a CV/Resume listing your previous work experience.

Please note that you'll get points for being concise and we're weighing our selection for this role heavily on written communication skills.

This role will not evolve into a Community Management or similar role.

The team does not want someone to act as the voice of the team/community, or as a filter of any sort. You'll be an equal member of the team, with a focus on resolving player/customer issues. The rest of the team will continue to interface with the community as we always have.

Also note: because GM's interface with the players daily, we consider this role to be a key position within our team. We're taking the selection process extremely seriously. Please follow any instructions provided on this page and note the qualifications below.

A NOTE ON EXPERIENCE LEVEL:

We are accepting people from other industries who may be looking to work on their first commercial game product.

Talent and ambition make up for the usual "X years of industry experience" typically seen in these types of job postings.

However, you will be judged objectively and candidly on those traits and your ability to meet the other criteria listed below.

A NOTE ON TIME COMMITMENT:

Our team is made up of volunteers that work in our spare time. Folks have families, jobs, concert tours and/or other responsibilities. We take vacations and have random stuff pop up.

That said, the team consistently engages with the project and dedicates significant amounts of their spare time.

This is not a club in which the goal is to get on the team and then hang out in Discord.

Getting on the team is when the work starts. We’ve got a big project ahead of us and we’re very serious about making it happen.

If you love what we’re doing and are excited to help, but are not in a position to dedicate real time to the work that needs to be done, we’d love for you to be/stay a part of the community - but now is likely not the time to join us.

This role is very likely to be one of our first full-time positions once revenue allows us to bring people onboard. Please keep that in mind when weighing if this is the right role for you. We can discuss compensation in detail with this in mind.

THE ROLE:

Responsibility for the resolution of player issues (ex. item loss, being stuck, etc), both in-game and via our web tooling

  • Responsibility for the resolution of player conflicts (ex. camp disputes, zone disruptions, 'training,' and harassment)

  • Responsibility for regularly auditing logs and checking automated flagging for disruptive behavior and TOS violations

  • Responsibility for monitoring server/zone status and handling (certain) live ops issues

  • Responsibility for assisting with customer service issues related to the merch shop and payments

  • Assisting the team with Quality Assurance related tasks, such as bug validation, cleaning up the DB, or smoke testing builds

  • Being present and interfacing with the community in-game in an extremely professional and hospitable manner

  • In the future: assisting with or running live events for the community

QUALIFICATIONS:

  • Available during the game's 'prime time' hours (region dependent, but US is 5pm to 12am EDT)

  • A strong familiarity and knowledge of Monsters and Memories' development history, the team, and the game as presented to date via our website, YouTube channel, livestreams, and playtests.

  • Exceptional patience, emotional intelligence, and written communications skills

  • A natural knack for positive and persuasive communication

  • Exceptionally good at reading the room and de-escalation, while remaining firmly consistent with our stated policies

  • Comfortable with command line operations in a linux environment

  • Strong prioritization and multi-tasking skills (ie. manage multiple servers as once and rapidly prioritize player needs)

  • The ability to quickly learn new tools and processes, and provide feedback on these tools and processes

  • Exceptionally proactive, self-managed, solution oriented, and able to deal with uncertainty (if you know our history and team, you know why this is important)

NICE TO HAVES:

  • A love of classic MMORPGs, pen & paper games, and the fantasy genre

  • Previous experience in Customer Service or the Service Industry

  • Creative writing experience

  • Unity engine experience

COMPENSATION:

We are all currently working on this as a passion project, with no immediate comp

  • We can cover our plans for full-time compensation with you when we speak

  • Profit-sharing and/or equity options will exist

  • We do not make exclusive demands on your time until such time as you're brought onboard full-time; you are still free to take on other work, so long as their NDAs or non-competes do not impact our work together

ABOUT US:

We’re a small team working toward the Early Access phase of a new indie MMORPG. Learn more at https://monstersandmemories.com/.

This phase of development is self-funded and focuses on getting us to Early Access. 

TO LEARN MORE:

Please DM one of us if you have questions or want to discuss a role in more detail. Shawn (aLovingRobot) will field applications, but you’ll be working with all of us and we’re happy to answer questions!

PLEASE SEND US YOUR SUBMISSION IN A PDF VIA DM IN OUR DISCORD.