Head of Rescue and Extraction

What this role actually is

This is community, player support, and live ops rolled into one, named properly. You're the player's advocate inside the company and the company's face inside the community. People reach out because something broke, something's unfair, or they want to tell us what would make the game better. You respond — fast, warmly, and with teeth when needed.

"Rescue" and "extraction" aren't a bit. Sometimes a lobby needs saving in real time. Sometimes a player needs pulling out of a bad interaction. Sometimes a friend group just needs someone to notice that their Friday night game broke and make it right by Saturday.

What you'd actually do

Live with players

• Run the Discord, the feedback inbox, and whatever channels make sense next
• Read every piece of feedback. Summarize weekly for the team
• Turn patterns ("people keep mentioning X") into actual tickets on the work tracker
• Be findable. Players should know your name

First response

• Handle bug reports, billing issues, account problems, moderation escalations
• Triage fast. Fix what you can fix, route what you can't
• Own the tone of every reply — even the apology templates

Moderation & safety

• Maintain the code of conduct and the policies behind it
• Handle reports, issue suspensions, adjust automated filters over time
• Be thoughtful about bad actors — measured, documented, consistent

Drama response

• When something breaks publicly — an outage, an exploit, a rough content moment — you're the voice players hear first
• Clear comms, honest updates, no corporate gloss

Growth through care

• Spot streamers, community organizers, and active feedback-givers. Support them
• Help run small events — tournaments, AMAs, game-jams with players
• Make people feel like they're part of something

Who thrives in this role

• You actually like people, including people who are upset with you
• You're a fast writer with a warm, direct voice
• You have judgment. You can decide when to refund, apologize, ignore, escalate
• You're organized enough to close the loop — nothing falls through
• You've done community or player support in a games context (or adjacent — creator communities, online products with passionate users)
• You can read a room in text, in Discord, in a 2am thread

Reality check

This is the job that requires being online when people are playing. Evenings and weekends matter more than weekday mornings. Not every day — we'll structure it sanely — but going in with eyes open helps.

In exchange: you're the most senior community-facing person in a small company run by people who built and sold a 200M-download game. You get real authority, real autonomy, and a direct line to the team making the product.