Social Support Specialist (CM and Moderation) INTERNALS

Role Overview:

The Social Support Specialist is responsible for delivering high-quality community management and moderation across multiple social media platforms, including Discord, X (Twitter), Facebook, and other digital communities. This role plays a critical part in maintaining a safe, respectful, and inclusive online environment while supporting positive community engagement and brand trust.

Key Responsibilities:

● Act as a subject matter expert on all supported titles, maintaining a deep technical understanding of game mechanics to provide high-tier troubleshooting and guidance.

● Manage and moderate social media and community platforms to ensure compliance with platform guidelines, community standards, and company policies

● Actively engage with community members to encourage constructive dialogue and positive participation

● Accurately assess user-generated content, distinguishing between sarcasm, humor, criticism, and genuine harassment or policy violations

● Enforce moderation actions consistently, fairly, and without bias, escalating issues as required

● Respond to community inquiries, concerns, and reports in a professional and empathetic manner

● Identify emerging community trends, risks, or recurring issues and communicate insights to internal stakeholders

● Support incident response and sensitive situations with sound judgment and discretion

Requirements and qualifications:

● 3+ years in high-tier community support or moderation, specifically within the gaming industry.

● Deep familiarity with Western gaming culture and social media nuances

● Relevant knowledge of Discord server management and Steam community tools.

● Proficiency in Zendesk and Sprout Social is a significant plus.

● Native-level English proficiency with a deep, nuanced understanding of Western culture and social media etiquette.

● Demonstrated ability to remain neutral and objective while handling sensitive or emotionally charged content

● Attention to detail and consistency in decision-making

● Ability to foster inclusive, respectful, and welcoming online spaces

Preferred Qualifications:

● Knowledge of online harassment patterns, hate speech policies, and community governance best practices

● Ability to work time zones or flexible schedules including weekends, if required.

Fluent in English (communicating with clients and global team members), both written and spoken.

Privacy Notice

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.