COMMUNITY OPERATIONS
Expanding player support without increasing company costs
Challenge
A growing Discord community needed reliable support for daily tickets and busier weekends.
What I did
I designed the Discord ticket operation, specified the requirements for a custom bot, recruited and trained volunteer support agents, and handled cases from triage through PlayFab and Dev2Dev investigation and resolution.
Result
The operation handled purchases, lost accounts, item restoration, bug reports, and player reports at a higher daily capacity without adding payroll costs.
- ~20 tickets per day
- Custom workflow specified
- Volunteer team recruited





