Keywords Studios

Social Support Specialist – Community Management, Moderation

Keywords Studios

full-time

Posted on:

Location Type: Remote

Location: Massachusetts • United States

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Salary

💰 $12,000 - $40,000 per year

About the role

  • 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
community supportcommunity moderationDiscord server managementSteam community toolsZendeskSprout Social
Soft Skills
empathyneutralityattention to detaildecision-makingcommunicationconflict resolutionengagementjudgmentinclusivityobjectivity