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.
Benefits:
● Salary $12,000 - $40,000 yearly gross
● Full-time schedule, plus employee benefits, including health and dental care, when eligible.
● Employee Assistance Program.
Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.
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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.
Role Information: EN
Studio: Keywords Studios
Location: Americas, United States
Area of Work: Business Development, Player Engagement
Service: Engage
Employment Type: Permanent
Working Pattern: Full Time, Remote
COMPANY PROFILEEstablished in 1998 and floated on the London Stock Exchange’s AIM in 2013, Keywords(KWS) is the world’s leading provider of technical services to the fast growing, global video games market. Our 5,000 employees in 50+ Studios in 21 countries provide graphic art asset production, game development, audio, testing, localization and customer support services to most of the leading video game developers and publishers. We have a proven track record of organic and acquisition led growth and have successfully acquired and integrated 39 acquisitions since 2014. WHY WORK AT KEYWORDS STUDIOS? People that work at Keywords are passionate, talented, committed and resourceful. As a business we thrive on diversity, celebrate uniqueness and work as teams whether we are physically together in one of our 43 global studios or working together virtually. We empower people to perform to the best of their ability with our “can do” attitude. We appreciate and embrace flexibility. We learn at every opportunity to grow ourselves through experience, training and tackling new challenges. This is what makes us Keywordians.https://www.keywordsstudios.com/
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