International technical and creative services provider to the global video games industry and beyond.
Social Support Specialist
Location
United States
Posted
13 hours ago
Salary
$38K - $45K / year
Seniority
Mid Level
No structured requirement data.
Job Description
Social Support Specialist
Keywords Studios
Role Description 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. - 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. 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. Requirements - 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 $38,000 - $45,000 yearly gross. - Full-time schedule, plus employee benefits, including health and dental care, when eligible. - Employee Assistance Program.
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