Account manager active users

Main challenge

As an Account Manager Active Users for our 4X MMO Games March of Empires and War Planet Online, your primary objective is to handle complex player-related cases that directly impact user experience. You will act as a key connector between our player community’s operational needs and internal development teams, analyzing issues, finding root causes, and ensuring accurate, aligned communications.

 

What it means on a daily basis

Product Familiarity - play both games regularly to maintain a deep understanding of game mechanics, live events, and player workflows

Case Resolution - investigate complex user cases, analyze technical and operational data, and coordinate structured solutions with internal teams

Communication Alignment - ensure all player-facing communications comply with internal guidelines, accurate details, and brand standards

Cross-Department Collaboration - work closely with Production, QA, Game Design, Data Analytics, and Programming to identify the root causes of recurring issues and suggest system improvements

Documentation & Metrics - maintain documentation of case histories, resolutions, and best practices, while monitoring user experience KPIs to help build corrective action plans when needed

 

What success will look like

Efficient Problem Resolution - complex player issues are diagnosed accurately and resolved systematically within agreed timelines

Cross-Functional Synergy - smooth, ongoing collaboration between operations, development, and support teams

Reduced Recurring Issues - proactive identification of friction points leading to actionable game or process improvements

 

Who you would be working with

You will be collaborating on daily basis with specialists and leads across Production, Quality Assurance, Data Analytics, Programming and Game Design

 

Your recruitment journey

Step 1 - CV Screening

Step 2 – an interview with the producer and HR

 

WHAT YOU NEED TO SUCCEED

Strong interest in MMO games and a good understanding of player behavior

Professional proficiency in English (both written and spoken)

Working knowledge of Microsoft Excel for tracking and analyzing data

Demonstrated ability to coordinate tasks across multiple teams and stakeholders

Analytical mindset with strong attention to detail

 

WHO YOU ARE

A logical thinker who enjoys investigating complex problems to find root causes

An organized communicator comfortable translating technical insights between different teams

An active gamer who understands what creates a smooth, engaging player experience

WHAT’S IN IT FOR YOU

Benefits

Additional health insurance including dental care and glasses reimbursement

Hybrid work model with flexible working hours and shorter Fridays

Food vouchers – 102 EUR per month

Access to preferential-rate Multisport or Coolfit sports cards

20 days paid annual leave plus one additional day off for your birthday

Referral bonus and baby bonus

Modern office at Sofia Tower 2 (Mall of Sofia)

Gaming area with table tennis, foosball, PlayStation 5, and board games

Weekly fruit and healthy snacks, unlimited hot drinks all day

Access to internal trainings, studio library, and career development support

Studio events, social gatherings, and charity initiatives

Occasional gifts for special occasions

Discount program with selected retailers and services

 

Salary Ranges:

1700 EUR - 2600 EUR monthly gross salary.

How to proceed

If you see yourself in this description, please send us your CV and portfolio. We will process your application with full confidentiality and contact you if your profile matches our needs.

Life at Gameloft Sofia

We are a collective of avid gamers who create cross-platform games while living a culture full of energy, creative collision and fun. Ideas to break and fix stuff spark during internal workshops. Friendships grow over board-game tournaments. Theatre and Books clubs bring people together beyond the screen. Table tennis matches get competitive and parties are worth remembering. It’s a place where your best ideas actually make it into the build because games are created by cool people.