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Social Support Specialist / Spécialiste du support social

1 month, 1 week ago
Canada
Full-time
Junior
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 32

Description

  • Manage and moderate community channels across Discord, X (Twitter), Facebook, and other digital platforms.
  • Ensure compliance with platform guidelines, community standards, and company policies.
  • Engage with community members to encourage constructive discussion and positive participation.
  • Assess user-generated content to distinguish humor, criticism, sarcasm, and policy violations.
  • Apply moderation actions consistently and escalate issues when necessary.
  • Respond to community questions, concerns, and reports with professionalism and empathy.
  • Identify community trends, risks, and recurring issues and share insights with internal stakeholders.
  • Support incident response and sensitive situations with sound judgment and discretion.
  • Act as a subject matter expert on supported game titles and provide technical troubleshooting guidance.

Requirements

  • 3+ years of experience in high-tier community support or moderation, ideally 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 strong plus.
  • Native-level English proficiency with a nuanced understanding of Western culture and social media etiquette.
  • 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 is preferred.
  • Ability to work flexible schedules or across time zones, including weekends if required.

Benefits

  • Salary of $39,088 CAD gross annually.
  • Employee Assistance Program.
  • Partnerships with STM, Telus, and BIXI.

Interested in this position?

Apply directly on the company website

Apply Now

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