When Support Meets Strategy: Help Us Shape the Future of SEED

At Klang, we’re building something ambitious: SEED is a living, breathing virtual world that feels as complex, dynamic, and beautifully weird as real life. But here’s the thing about life (and games): things can go wrong. Confusion happens. Players get stuck, frustrated, or just need help.

That’s where you come in.

We’re on the hunt for a Player Support Manager who isn’t just here to react to problems but wants to build a support experience that feels human. Someone who sees a ticket as more than just a number. Someone who believes support can be proactive, kind, and clear.

This is not your average “take over an existing support queue” kind of job. You won’t be inheriting a system, you’ll be creating it. You’ll be defining what great support looks like at Klang. You’ll shape how we communicate with players when things break, and how we help them before things even go wrong. And yes, you’ll work with smart tools (like our AI-powered knowledge base, Theymes), but more importantly, you’ll be shaping how those tools get used.

You'll also help select and onboard our external partners. Designing workflows that make sense. Helping us spot patterns in player issues and turning them into opportunities to improve. You’ll be a connector between community, product, and QA, because sometimes a player might file a ticket, post on Discord, and send a smoke signal all at once, and we’ll need someone who can thread the story together.

During a recent chat with our Publishing Director, Sean, they emphasized how “In addition to helping our players get the right help they need, we’re building trust.” That means taking the time to actually listen, to treat people like people, and to make thoughtful, human decisions, not just follow scripts or checkboxes. Sometimes it’s about going the extra step simply because it’s the right thing to do, because we care, and because players notice when you genuinely have their back.

That kind of thinking, empathetic, player-first, and long-term, is exactly what we want in this role.

You'll thrive here if you’re someone who gets excited about starting from scratch, who’s curious about the “why” behind player behavior, and who can zoom in on the tiny details without losing sight of the big picture. It's a creative role (yes, really, even if it's not about drawing concept art) and a deeply strategic one, too.

Klang is a dynamic environment. Things move fast, evolve quickly, and there’s always something new to learn or improve. If you like working closely with people who value transparency, feedback, and doing the right thing by our players, this might be the perfect place for you.

So if you're the kind of person who thinks support is more than just a role, then we want to hear from you.

Let’s build something meaningful together.