Omari Lewis
Customer support, community, and operations — with the technical background to actually solve the problem.
I've spent my career on the side of the product where people are: answering the question, calming the situation, finding the root cause, and writing it down so the next person doesn't have to ask. Today I run the support desk, community, and release process for a catalogue of four titles on Steam and iOS — which means I handle the ticket, reproduce the bug, ship the fix, and update the documentation.
My professional background is in customer support, customer success, community management, operations, and sales — roles built on clear communication, patience, and follow-through. That's the work I keep coming back to, because I'm good at the part most people find hard: staying calm and useful when someone is frustrated.
Since 2020 I've also worked as an independent developer and publisher, which turned out to be the best customer-support training I could have asked for. There's no queue to escalate to and no one else to write the help article. I answer every message myself, hold a published response time, reproduce what people report, and close the loop with a real fix.
I'm looking for a team where that combination is useful — support, success, community, or operations. I'm comfortable being the first human a frustrated customer talks to, and equally comfortable digging into logs to find out what actually went wrong.
What I bring
Customer support & success
I run a live support desk across Steam, iOS, macOS, and Windows: intake, triage, reproduction, resolution, and follow-up, with a published 1–3 business day response time. I write the bug-report templates, the troubleshooting guides, and the billing and refund guidance — and I route platform issues correctly instead of leaving people stuck.
Community management
I run an active Discord community: onboarding, moderation, announcements, and the daily work of keeping a space welcoming. I've rebuilt onboarding flows to lower the barrier to entry, and I treat community feedback as a pipeline into the product rather than noise to manage.
Operations & process
Release management, store compliance, and documentation: privacy policies and support pages that satisfy App Store review, launch checklists, and localization into nine languages. I build the process once, write it down, and keep it current.
Technical ability
Lua and Love2D for games; JavaScript, TypeScript, Svelte, Astro, and React on the web; Python for tooling; Git day to day. Enough depth to read a stack trace, reproduce an issue, and talk to engineers in their own terms — and to pick up a new stack quickly when a role needs it.
Writing & communication
A published author since 2015. I write help documentation, release notes, policy pages, and customer-facing email that people actually finish reading. Clear writing is most of support, and it's the part I enjoy most.
Ownership
I'm used to being accountable for an outcome rather than a step: taking something from first request to shipped, supported, and documented. I don't hand a problem off at the boundary of my job description.
Selected work
Four titles designed, built, launched, and supported on Steam — each with a live store presence, a free demo, and an ongoing support and update commitment.
Bloodweight
Out nowA generational strategy game where decisions compound across a bloodline, and an AI chronicler writes your run back to you as narrative history. The largest codebase in the catalogue.
systems design · procedural generation · AI integration
A.K.O. — Arrow Keys Only
Out nowA deliberately small, accessible arcade game controlled entirely with four keys. Localized into nine languages, with full gamepad and Steam Deck support and colorblind-friendly design.
accessibility · localization (9 locales) · Lua / Love2D
Downer Management
Out nowA darkly comic autobattler about running a department through decades of slow institutional decline. Six departments, eighty-nine skills, four endings.
systems design · writing · UI & UX
Dragons Die
Out nowA quiet strategy game about leading a flight of named dragons out and bringing them home. The most recent release, and the first title published under the Dredwork label.
game design · narrative · release management
Also built
adarkfable.com
Catalogue, help documentation, and privacy and support pages written to meet App Store review requirements. Designed, built, and maintained end to end.
dred.work
Brand identity and catalogue site for the Dredwork label — the publishing side of the operation.
Writing & music
Self-published novels since 2015, and an album, Machine Lord Human Gang — Don't Believe. Long-form writing practice that carries directly into documentation and customer communication.
Let's talk.
I'm open to full-time or contract roles in customer support, customer success, community management, or operations. Email is the fastest way to reach me, and it comes straight to me — I'll reply promptly.