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Social Support Specialist - Video Games - Remote

1 month ago
Europe, Poland
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 32

Description

  • Manage social media and community platforms such as Discord, X, and Facebook in line with platform guidelines and company policies.
  • Engage directly with community members to encourage constructive dialogue and positive participation.
  • Respond to player inquiries, concerns, reports, and sensitive situations with professionalism, empathy, discretion, and sound judgment.
  • Act as a subject matter expert on supported titles by providing high-tier guidance and troubleshooting.
  • Identify emerging community trends, risks, and recurring issues across supported channels.
  • Communicate insights and observations to internal stakeholders to support proactive decision-making.
  • Assess user-generated content accurately, including humor, sarcasm, sarcasm, criticism, and policy violations.
  • Maintain a safe, inclusive, respectful community environment that supports player trust and brand reputation.

Requirements

  • 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.
  • 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 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 is a plus.
  • Knowledge of online harassment patterns, hate speech policies, and community governance best practices is a plus.
  • Ability to work across time zones or flexible schedules, including weekends when required is a plus.

Benefits

  • Remote work with all necessary equipment provided, including computer, keyboard, headset, and mouse.
  • Option to visit the office at Global Office Park in Katowice.
  • Private medical care option.
  • My Benefit system and Multisport card.
  • Subsidy for glasses and Employee Assistance Program with personal, legal, and financial counselling.
  • Professional development opportunities, including an online learning platform, training sessions, and internal-only vacancies.
  • Employee referral program.
  • Fully online and remote recruitment process.

Interested in this position?

Apply directly on the company website

Apply Now

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