Social Support Specialist (Internal process)

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. 

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios.  Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. 

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

As a Social Support Specialist, you will play a key role in managing and moderating online communities across multiple social and community platforms. You will help maintain a safe, respectful, and inclusive environment while supporting positive engagement and brand trust. This role requires strong judgment, cultural awareness, and the ability to navigate nuanced community interactions. You will act as a subject matter expert on supported titles, engage directly with players, enforce moderation standards consistently, and surface insights that help teams proactively manage community health. 🚀🎮

Requirements

What are we looking for? Our Social Support Specialist has a knack for the following skills:

Leadership:

• Act as a subject matter expert on supported titles, maintaining a deep understanding of game mechanics to provide high-tier guidance and troubleshooting.
• Enforce moderation actions consistently, fairly, and without bias, escalating issues when required.
• Support incident response and sensitive situations with sound judgment and discretion.
  

Analytics:

• Identify emerging community trends, risks, and recurring issues.
• Communicate insights and observations clearly to internal stakeholders to support proactive decision-making.

Communication:

• Manage and moderate social media and community platforms (e.g., Discord, X, Facebook) in line with platform guidelines, community standards, and company policies.
• Actively engage with community members to encourage constructive dialogue and positive participation.
• Respond to community inquiries, concerns, and reports with professionalism and empathy.
• Accurately assess user-generated content, distinguishing humor, sarcasm, criticism, and genuine policy violations.

Business:

• Maintain a safe, inclusive, and respectful community environment that supports player trust and brand reputation.
• Ensure moderation practices align with company policies and community governance standards.

You'd be a great fit for this role if you have:

• 3+ years of experience in high-tier community support or moderation within the gaming industry.
• Strong subject matter expertise across supported titles, with a deep technical understanding of game mechanics to provide high-tier guidance and troubleshooting.
• Native-level English proficiency with a nuanced understanding of Western culture and social media etiquette.
• Deep familiarity with Western gaming culture and online community dynamics.
• Strong experience moderating social and community platforms such as Discord, X (Twitter), Facebook, and similar channels.
• Knowledge of Discord server management and Steam community tools.
• Demonstrated ability to remain neutral and objective when handling sensitive or emotionally charged content.
• High attention to detail and consistency in decision-making.
• Ability to foster inclusive, respectful, and welcoming online spaces.
• Proficiency with Zendesk and Sprout Social (nice to have).
• Knowledge of online harassment patterns, hate speech policies, and community governance best practices (nice to have).
• Ability to work across time zones or flexible schedules, including weekends when required (nice to have)

Benefits

#imaginemore

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.

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Role Information: EN

Studio: Keywords Studios

Location: Europe, Poland

Area of Work: Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote