Shelley Coates
About Shelley Coates
Shelley Coates is a Customer Support and Community professional at Fusebox, where she has worked since 2020. She holds a BSc in Media, Culture & Society from the University of Surrey and has experience in community engagement and quality assurance for games.
Work at Fusebox
Shelley Coates has been working at Fusebox since 2020 in the role of Customer Support / Community. In this position, she engages with fans through social media to enhance interaction and community engagement. Prior to her current role, she served as Customer Support Lead and Social Media/Community Manager from 2018 to 2019. In her roles, she has contributed to quality assurance playtesting of games, reporting bugs, and creating bug tickets on Jira. She is also responsible for maintaining the Helpshift organization, which includes managing automations, FAQs, and quick replies.
Education and Expertise
Shelley Coates has a solid educational background in the social sciences and media. She studied at Bower Park Academy, achieving 10 A*-C grades, including English Language, Maths, and Additional Science from 2009 to 2014. She then attended Drapers Academy, where she focused on Sociology, Psychology, and English Language from 2014 to 2016. Shelley furthered her education at the University of Surrey, earning a BSc in Media, Culture & Society from 2016 to 2020. This combination of studies has equipped her with a strong foundation in communication and community management.
Background
Shelley Coates has developed her career in customer support and community management within the gaming industry. Her journey began with her education, where she gained knowledge in sociology and media, which informs her approach to community engagement. She has built her professional experience at Fusebox, where she has taken on various roles that emphasize customer interaction and support. Her responsibilities have included liaising with social influencers and reporting customer-raised game bugs to the development team.
Community Engagement Strategies
In her role at Fusebox, Shelley Coates employs various strategies to enhance community engagement. She actively engages with fans on social media platforms, aiming to increase interaction and foster a sense of community among players. Her experience includes maintaining Helpshift organization, which supports customer inquiries through automations and FAQs. By liaising with social influencers, she strengthens community ties and promotes a positive brand image, contributing to the overall success of the community management efforts.