Pearl Abyss - the team behind Black Desert and Crimson Desert - is seeking a high-performing, innovative, results-oriented, and customer-obsessed Spanish-speaking Live-Service Game Master to deliver an exceptional live-service experience to millions of players across all platforms (PC, Mobile, Console, and next-gen) in Europe.
We are looking for a proactive and passionate Live-Service Game Master to oversee our daily live operations, maintain the health of our live-game ecosystem, and keep our player base engaged. In this role, you will act as the bridge between our players and the development team, monitoring service stability, designing engaging live events, and collaborating with Community and Customer Support teams to deliver an exceptional player experience.
You will join a diverse, dedicated team working across multiple communities and high-profile titles. This position offers an unparalleled opportunity to spearhead operational excellence for Black Desert and Crimson Desert as well as our highly anticipated upcoming releases, DokeV and PLAN 8, ensuring all Pearl Abyss titles achieve and exceed their European goals.
RESPONSIBILITIES
- Live Operations Management: Execute daily operational workflows using internal administration tools to ensure continuous, high-quality game service.
- Maintenance & Deployment Support: Assist with routine server maintenance, patch deployments, and scheduled content updates.
- Issue Monitoring & Reporting: Track live-service performance, gather player feedback, and deliver regular qualitative and quantitative status reports to stakeholders.
- Incident Response & Communication: Manage real-time game incidents, draft timely public player notices, and execute crisis communication protocols when disruptions occur.
- Event Planning & Execution: Design, schedule, and configure weekly and monthly in-game events to maximize player retention and engagement.
- Cross-Functional Collaboration: Partner with Live-Ops Specialists, Customer Support, and Community Managers to consolidate community suggestions and drive continuous game improvements.
- Game Mastery & Knowledge: Maintain deep, up-to-date expertise on all incoming patches, systems, and content updates to accurately support the player base.
- Exploit & Bug Investigation: Investigate, document, and escalate critical bugs, game-breaking exploits, and technical issues to the development team.
- Support Escalations: Review escalated Customer Support tickets, perform second-tier issue investigations, and take necessary administrative action.
Requirements
MINIMUM QUALIFICATIONS
- Native or bilingual fluency in Spanish.
- Bachelor’s degree or equivalent practical industry experience.
- Extensive gameplay experience and deep domain knowledge of MMORPGs.
- Familiarity with the technical architecture and operational workflows of live-service online games.
- Proven track record of direct interaction with online gaming communities.
- Outstanding interpersonal communication, strong customer-centric mindset, and a mature, professional demeanor.
- Excellent time-management skills with the ability to balance multiple priorities in a dynamic, high-volume environment; demonstrates creativity, curiosity, and a drive to learn.
- Flexibility to work evening and weekend hours during critical launch windows or live incidents.
- Willingness to travel internationally as required for global alignment.
PREFERRED QUALIFICATIONS
- Avid Black Desert Online player with a deep understanding of its mechanics and community ecosystem.
- A profound passion for video games and an understanding of current industry trends.
- Mastery of industry-standard collaboration tools (Slack, Google Workspace, Microsoft Office, JIRA, Confluence).
Benefits
- Competitive salary
- 25 days of Paid Leave based on full-time employment
- Public Transport Expenses Coverage - maximum €450/month
- Lifestyle Wallet - Gift Cards worth €150/month
- Personal and Professional Growth Wallet - €1,200/year.
- Monthly Health Care Allowance - €150/month.
- Special Benefits for birthdays and summer- and winter holidays - €600/year
- Sponsored Lunch in the office
- Free Snacks and Refreshments
- Free medical check-up
- Healthy Lifestyle Support: gym memberships, therapy sessions
How to apply
- Upload an up-to-date resume highlighting your previous work experience.
- Upload a cover letter detailing your passion for video games and gaming communities.
PearlAbyss EU B.V. is an equal opportunity employer committed to creating a diverse and inclusive workplace environment. PearlAbyss EU B.V. adheres to the EU's GDPR, including the protection of personal data. Personal information will not be disclosed to unauthorized parties and only the information you provide will be utilized during the recruitment process.