Social Support Specialist (Community Management and Moderation) jobs in United States
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Keywords Studios · 14 hours ago

Social Support Specialist (Community Management and Moderation)

positionUnited States
timeFull-time
remoteRemote
seniorityMid Level
money$12K/yr - $40K/yr
date3+ years exp

Keywords Studios is seeking a Social Support Specialist responsible for community management and moderation across various social media platforms. The role involves engaging with community members, ensuring compliance with guidelines, and maintaining a positive online environment.

AudioContentDigital MediaVideo Games

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
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

Qualification

Community managementModeration expertiseDiscord managementZendesk proficiencySprout Social proficiencyWestern gaming cultureEmpathyNeutralityInclusivityAttention to detail

Required

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

Preferred

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

Benefits

Health and dental care
Employee Assistance Program

Company

Keywords Studios

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Glassdoor3.8
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Keywords studios provides creative and technical services to the video game industry.
dateFounded in 1998
location
Dublin, Dublin, IRL
people-size10001+ employees
web-link
http://www.keywordsstudios.com

Funding

Current Stage
Public Company
Total Funding
$487.95M
2024-07-03Post Ipo Equity
2024-07-03Acquired
2023-07-21Post Ipo Debt· $400M

Leadership Team

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Robert Kingston
Chief Financial Officer
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Company data provided by crunchbase