Social Support Specialist (INTERNAL PROCESS ONLY)
Job description
Role Overview:
The Social Support Specialist is responsible for delivering high-quality community management and Player Support 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.
● 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
● 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 player support, 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.
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
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Role Information: EN
Studio: Keywords Studios
Location: Americas, Mexico
Area of Work: Business Development, Player Engagement
Service: Engage
Employment Type: Permanent
Working Pattern: Full Time, Remote