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Community & Support Lead

The person students and coaches talk to. Run the Discord, answer support the same day, keep members from leaving.

Register interest

Why this role exists

Our community lives in Discord and our support inbox is answered between other jobs. Members notice. We want someone whose whole job is that every player and coach gets a reply from a person who knows them.

What done looks like in 90 days

  1. Every support email and Discord question gets a reply within one working day, and you can show the number.
  2. A weekly digest of what members asked for goes to the team.
  3. Pro members who cancel are contacted by you before they leave.

What you'll do

  • Answer players and coaches across email and Discord.
  • Make refund and credit calls inside set caps and escalate the rest with a recommendation.
  • Run the community: events, class reminders, new-member onboarding, moderation.
  • Turn what members ask into a weekly digest for the product side.

Who you'll work with

You report to Derek and work daily with coach operations on anything involving a coach, and with content on what the community sees.

What we look for

Must have
  • You have run support or community for a consumer product and can show response times.
  • You write kindly and briefly.
  • You are a Discord power user.
Nice to have
  • You have moderated a large gaming community.
  • You have used a help desk and a CRM.

What every full-time role gets

  • Remote, with hours set around the people you serve.
  • Equity in the company for every full-time hire.
  • Hardware and software budget for the work.
  • Free Pro membership and coaching on the platform.

How we hire

  1. 01Intro call30 minutes with Derek. What you have done, what we need, whether it fits.
  2. 02Work sampleA short, paid task from the real job. You keep the work either way.
  3. 03Team conversationAn hour with the people you would work with, on the actual plan.
  4. 04OfferWritten offer with the full compensation breakdown. Decision within a week of your last conversation.

About FPS Lounge

FPS Lounge is where competitive gamers train. Players book vetted coaches, join live classes, and study match reviews. Colleges and high schools license the platform for their esports programs. We are a small, founder-led team, remote, and we build with AI agents doing a lot of the typing.