Account manager active users

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.

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 meanson 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.