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Social Support Specialist (Community Management and Moderation)

2 weeks, 6 days ago
United States
Full-time
Mid Level
Customer Support
Customer and Technical Support
Apply Now
Keywords Studios

Keywords Studios

Keywords Studios provides comprehensive technical and creative solutions for the global video games industry, specializing in localization, audio production, quality assurance, art creation, and customer support services to enhance the gaming experienc...

Internet Software & Services
10K-50K
Founded 1998
View All Jobs 49

Description

  • Act as a subject matter expert on supported titles and provide high-tier troubleshooting and guidance.
  • Manage and moderate community platforms to ensure compliance with platform guidelines, community standards, and company policies.
  • Engage with community members to encourage constructive dialogue and positive participation.
  • Assess user-generated content accurately to distinguish criticism, humor, sarcasm, and harassment or policy violations.
  • Enforce moderation actions consistently and escalate issues when needed.
  • Respond to community inquiries, concerns, and reports in a professional and empathetic manner.
  • Identify emerging community trends, risks, and recurring issues and share insights with internal stakeholders.
  • Support incident response and sensitive situations with sound judgment and discretion.

Requirements

  • 3+ years of high-tier community support or moderation experience in the gaming industry.
  • Deep familiarity with Western gaming culture and social media nuances.
  • Experience with Discord server management and Steam community tools.
  • Proficiency in Zendesk and Sprout Social is a significant plus.
  • Native-level English proficiency with a nuanced understanding of Western culture and social media etiquette.
  • Demonstrated ability to remain neutral and objective when handling sensitive or emotionally charged content.
  • Strong attention to detail and consistency in decision-making.
  • Ability to foster inclusive, respectful, and welcoming online spaces.
  • Knowledge of online harassment patterns, hate speech policies, and community governance best practices (preferred).
  • Ability to work across time zones or flexible schedules, including weekends, if required (preferred).

Benefits

  • Salary of $38,000 to $45,000 gross per year.
  • Full-time permanent role.
  • Health and dental care when eligible.
  • Employee Assistance Program.
  • Remote working pattern.

Interested in this position?

Apply directly on the company website

Apply Now

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