Social Support Specialist – Video Games

🕒 August 5

🇵🇱 Poland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Keywords Studios

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1998

💼 Consulting

📣 Marketing

📦 Logistics

Consulting • Marketing • Logistics

Keywords Studios is the #1 global games services provider, offering an end-to-end platform supercharged by technology. They deliver technical and creative solutions to the global video games industry, with services including game development, art services, audio development, QA testing, localization, marketing services, and player engagement. Keywords Studios also works on accessibility services, content globalization, and advanced AI & technology solutions. Founded on decades of experience, they are committed to responsible business practices and provide industry-wide insights for unparalleled experiences to audiences around the world.

📋 Description

• Deliver high-quality community management and Player Support across Discord, X (Twitter), Facebook, and other digital communities • Maintain a safe, respectful, and inclusive online environment • Support positive community engagement and brand trust • Act as a subject matter expert on supported titles • Provide high-tier guidance and troubleshooting based on game mechanics • Support incident response and sensitive situations with sound judgment and discretion • Identify emerging community trends, risks, and recurring issues • Communicate insights and observations to internal stakeholders • Manage social media and community platforms in line with platform guidelines, community standards, and company policies • Engage with community members to encourage constructive dialogue and positive participation • Respond to community inquiries, concerns, and reports with professionalism and empathy • Assess user-generated content and distinguish humor, sarcasm, criticism, and genuine policy violations • Maintain alignment with company policies and community governance standards

🎯 Requirements

• 3+ years of experience in high-tier Community Management and Player Support within the gaming industry • Strong subject matter expertise across supported titles • Deep technical understanding of game mechanics for high-tier guidance and troubleshooting • Native-level English proficiency • Nuanced understanding of Western culture and social media etiquette • Deep familiarity with Western gaming culture and online community dynamics • Strong experience with Discord, X (Twitter), Facebook, and similar social and community platforms • Knowledge of Discord server management and Steam community tools • 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 (nice to have) • Knowledge of online harassment patterns, hate speech policies, and community governance best practices (nice to have) • Ability to work across time zones or flexible schedules, including weekends when required (nice to have)

🏖️ Benefits

• Remote work with all necessary equipment provided, including a computer, keyboard, headset and mouse • Option to visit the office at the Global Office Park in Katowice • Private medical care option • My Benefit system • Multisport card • Subsidy for glasses • Employee Assistance Program with personal, legal and financial counselling services • Professional development opportunities, including an online learning platform and training sessions • Open vacancies exclusively for internal candidates • Employee referral program with a prize • Opportunity to look behind the scenes of the gaming industry • Opportunity to gain valuable experience by collaborating with people from all over the world