Player Support, Trust & Safety, and the Future of Community-Led Games | Schell Games
In this episode of Player Driven, Greg Posner sits down with Laura Norwicke Hall, Senior Player Support Specialist at Schell Games, to unpack what modern player experience really looks like when games scale.
On the latest episode of the PlayerDriven.io podcast, I sat down with Laura Norwicke Hall, a Customer Experience (CX) Specialist at Schell Games. Laura’s transition from managing animals to managing player communities for titles like Among Us VR (now Among Us 3D) is a masterclass in career pivoting.
The "Zoo to Studio" Pipeline: Why Soft Skills are Universal
When we talk about game development, we often obsess over hard skills like C++ or 3D modeling. However, Laura argues that the most valuable asset she brought from her six years at the zoo was her soft skills.
"Whether you're talking to a veterinarian or someone who works at the front gates, those soft skills are universally applicable... the same way they are whether you're talking to an engineer, a designer, or a client." — Laura Norwicke Hall
In the world of CX, empathy is the primary tool. Working with a "plethora of professionals" in a high-stakes environment like a zoo taught Laura how to communicate across departments—a skill that translates perfectly to a game studio where art, code, and community must align.
Navigating the Nuance of Player Communities
Modern game studios aren't just building games; they are building digital town squares. Laura’s work at Schell Games involves mastering the tech stack—Discord, moderation software, and feedback loops—but the real work is sociological.
During our conversation, we explored:
- The Challenge of Voice Moderation: Moving beyond simple bans to understand "reclaimed language" and the cultural nuances of player interaction.
- Mastering the Feedback Loop: How Laura advocated for the community to bring the VR experience to PC (resulting in the launch of Among Us 3D).
- Cross-Industry Growth Mindset: The importance of saying "yes" to new tools while relying on your established project management foundation.
How to Beat Imposter Syndrome in Gaming
A core concern for many in the PlayerDriven community is Imposter Syndrome. If you don't have "Game Designer" on your degree, do you belong?
Laura’s journey is the definitive "yes." She didn't wait for a traditional opening; she took the leap by identifying where her unique background in broadcasting and animal management overlapped with the needs of a growing studio. She utilized her "non-endemic" skills to solve "endemic" problems.
Key Takeaways for Career Changers:
- Inventory Your Transferable Skills: Project management, empathy, and "growth mindset" are in high demand in gaming studios.
- Learn the Ecosystem: Familiarize yourself with community tools like Discord and player support workflows.
- Take the Leap: As Laura says, sometimes you have to "take the bull by the horns" and trust that your diverse background is an asset, not a liability.
Conclusion
The gaming industry is evolving, and it needs more than just lifelong gamers—it needs people who understand people. Laura Norwicke Hall is proof that the path to a dream job isn't always a straight line; sometimes, it goes through the zoo.
Listen to the full episode with Laura Norwicke Hall on [PlayerDriven.io] or your favorite podcast platform.
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