Social Support Specialist – Internal Recruitment Process
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Job Description
Social Support Specialist managing Discord, X, Facebook, and gaming communities for Keywords Studios. Supporting player engagement, content moderation, trust, and safe online experiences.
Responsibilities:
- 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
- Provide technical support, community management, and trust & safety services for gaming communities
- Respond to community inquiries, concerns, and reports
- Assess user-generated content and identify policy violations
- Support incident response and sensitive situations
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 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:
- Fully online and remote recruitment process
- Full-time remote working pattern
- Permanent employment
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