Feb 2022 - presentZeptoLabPoland
Head of Support, Community & Localization
Own everything player-facing for Cut the Rope and Bullet Echo (competitive PvP, Google Play's Best Competitive Game 2020): community, creator program & partnerships, player support, SMM, localization in 17 languages. Built the function: scope, processes, tooling. Team of 8 (peak 15); hired 10+, made the exit calls. Earlier: ran 4 titles in parallel.
Community
- Grew communities to 200k+ — organic, zero ad spend, across Discord, Telegram, Reddit, YouTube and social.
- Own volunteer moderation on Discord, Reddit, Telegram: standards and escalation routes; community tournaments (prize support), AMAs, playtests.
- Led incident response: cheating scandals, leaks, the Bullet Echo India (Krafton) shutdown.
- Ran a Slavic-fantasy liveops event set in Poland — beat prior events on revenue.
Creators & partnerships
- Rebuilt the creator program for YouTube, Twitch + a TikTok pilot: tiering, selection, onboarding, code attribution; active creators 5→23, no paid sourcing.
- Own partner relations: Nexus (contract due diligence), TikTok, Google, Apple, Bandai Namco — ran a Ghost in the Shell: SAC_2045 IP collab.
- Built CommunityXP Hub (analytics, tiering, rewards, churn prediction): creator ops 2 days/month → ~2 hours.
Player support
- Cut repetitive support volume ~30% at 4.5+/5 CSAT via Helpshift automations and an LLM assistant drafting agent responses.
- Wrote the compensation, refund, and ban policies still in use; support lead owns daily ops, KPIs, coaching.
- Automated review monitoring and crash/ANR checks (ZeptoVitals); own release readiness. When cheating spiked, dug into the modded builds myself — that investigation led to anti-cheat updates on both stores.
Localization
- Cut costs 20-30% across 17 languages: vendor management + LinguoLab community translation, no dedicated loc team.
- Amplitude analysis drove adding Polish localization and cutting underperforming languages.
Content & creative
- A feedback pipeline (Telegram bot → web UI → AI sentiment summaries) drives backlog priorities; community health tracked via retention, active-participant share, sentiment, code redemptions.
- Hero reveal trailers (scripts, creative direction), art direction for social content, cosmetic and skin names, named updates, store What's New.
- Designed and ran the Sterling's Quest ARG — a hero reveal as a live community investigation across a hidden website, ciphers, music, and promo codes: +15% DAU, +12% session length, a 170+ page player-written log, and ARG-created names that shipped as in-game content.
