Social Support Specialist – Video Games

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Keywords Studios

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1998

🎮 Gaming

📱 Media

🤖 Artificial Intelligence

Gaming • Media • Artificial Intelligence

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

• Act as a subject matter expert on supported titles, maintaining a deep understanding of game mechanics to provide high-tier guidance and troubleshooting. • Support incident response and sensitive situations with sound judgment and discretion. • Identify emerging community trends, risks, and recurring issues. • Communicate insights and observations clearly to internal stakeholders to support proactive decision-making. • Manage social media and community platforms (e.g., Discord, X, Facebook) in line with platform guidelines, community standards, and company policies. • Actively engage with community members to encourage constructive dialogue and positive participation. • Respond to community inquiries, concerns, and reports with professionalism and empathy. • Accurately assess user-generated content, distinguishing humor, sarcasm, criticism, and genuine policy violations. • Maintain a safe, inclusive, and respectful community environment that supports player trust and brand reputation. • Ensure alignment with company policies and community governance standards.

🎯 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 to provide high-tier guidance and troubleshooting. • 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 social and community 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 (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

• We want to make sure you have everything you need to work efficiently — that’s why we offer remote work with all the necessary equipment provided, including a computer, keyboard, headset and mouse. You’ll also have the option to visit our office at the Global Office Park in Katowice! • We want you to stay healthy and happy - so we offer the attractive benefits package including private medical care option, My Benefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services. • We want you to grow with us - so we offer professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates. • We want you to make an impact - so we have the Employee referral program - you can invite your friend to become a fellow Keywordian and get the prize! • We want you to be a part of our community - so we offer the unique chance to look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world!