Social Support Specialist – Community Management, Moderation

🔥 0 minutes ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $38k - $45k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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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 all supported titles, maintaining a deep technical understanding of game mechanics to provide high-tier troubleshooting and guidance. • Manage and moderate social media and community platforms to ensure compliance with platform guidelines, community standards, and company policies • 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 • Enforce moderation actions consistently, fairly, and without bias, escalating issues as required • 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

• 3+ years in high-tier community support or moderation, 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.

🏖️ Benefits

• Full-time schedule, plus employee benefits, including health and dental care, when eligible. • Employee Assistance Program.