• Manage YouTube, LinkedIn, Twitter, and Facebook channels • Develop a consistent written and visual voice and tone for social media • Curate user-generated content for social media platforms • Create high-performing organic social media campaigns • Serve as subject matter expert on emerging trends in social media • Track and report on social media channel health

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. That would be it from us - now we are waiting for your move 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

• Work as a dedicated Social Media Monitoring Analyst for a single client or initiative, fully embedded in their project for its duration • Analyze social media and digital conversation data on an ongoing basis to evaluate how the client’s brand, campaigns, or initiatives are being received • Track performance over time, identifying shifts in sentiment, engagement, and audience behavior - not just one-off results • Monitor social media channels for brand mentions, emerging issues, or opportunities that require timely attention • Turn large volumes of data into clear, structured insights and recommendations through professional, client-ready reports • Act as a trusted analytical partner to the client, providing context, interpretation, and constructive guidance - not just metrics • Collaborate internally with CX, Sales, and Product teams to ensure insights are aligned and actionable • Maintain high reporting standards by reviewing work for accuracy, consistency, clarity, and visual quality • Cross-check data points, calculations, and sources to ensure reliability and credibility

• Develop and implement long-term content and campaign strategies aligned with Symphonic’s global objectives, while adapting them to regional markets. • Ensure a unified brand voice across all channels, aligning messaging globally and locally. • Design, launch, and evaluate social promotions and campaigns, measuring their effectiveness and impact. • Identify and activate non-traditional distribution opportunities through influencers, Reddit, and emerging platforms. • Stay ahead of digital growth trends to continuously innovate engagement strategies. • Organize and oversee the content calendar for Symphonic Europe and Symphonic Team, ensuring consistent brand messaging across regions. • Manage the planning, production, and execution of our educational series Music Biz 101, managing all related creative and logistical processes. • Write scripts in Spanish. • Write & oversee production of creative assets (reel clips, youtube video + mixed media carousel). • Manage the development and supervision of the Meet the Artist carousels for Europe, coordinating email outreach, interviews, managing editing of assets, and overseeing publication. • Lead and oversee the creation and editing of written, video, and photo content across all regions. • Oversee project timelines and deliverables for global content initiatives (including Music Biz 101, Meet the Artist , content for socials, series, etc.), ensuring consistency and timely execution across all regions. • Report on performance through monthly analysis, tracking ROI and presenting strategic insights to the Director of Content & Social Media Strategy. • Act as the main content creator and voice of Symphonic Latino on social media, representing the brand through creative, authentic, and impactful storytelling. • Coordinate and manage territory-specific monthly content to create content around key territories [Current: Dominican Republic & Mexico]. • Oversee Marketing Assistant LATMA’s coordination of special content partnership with Ensamble etéreo. • Manage and curate Symphonic Latino’s playlists, supporting artist exposure and shaping the cultural identity of our music community. • Write and publish blogs tailored to the Latin audience as well as content that expands our educational series in Spanish. • Coordinate and send Symphonic Latino’s weekly newsletter, delivering relevant content and updates to our Latin American audience. • Oversee community engagement across Facebook, Instagram, Twitter, LinkedIn, TikTok, and YouTube, ensuring brand perception is protected and fostering meaningful conversations with our community. • Attend and represent Symphonic at events, producing live social media coverage and strengthening brand presence. • Take ownership of merchandise logistics in Colombia, coordinating vendors, inventory, and distribution to strengthen brand visibility. • Plan and direct events in Colombia where Symphonic participates or organizes, fostering community engagement and building strong local industry connections. • Lead and mentor junior team members or interns, fostering growth and ensuring alignment with company goals.