Social Support Specialist

Keywords Studios

Social Support Specialist responsible for community management and moderation across social platforms. Ensuring positive engagement, safety, and brand trust in digital communities.

Posted 7/16/2026full-timeRemote • 🇨🇦 CanadaMid-LevelSenior💰 CA$39,088 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in community support and moderation within the gaming industry, with a strong focus on maintaining compliance, fostering positive engagement, and managing sensitive content. Proficient in utilizing community management tools and platforms to enhance user experience and ensure adherence to community standards.

Highest-signal resume keywords

Community SupportModeration ExperienceDiscord Server ManagementZendesk ProficiencyNative-Level English Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Community ModerationGame Mechanics UnderstandingUser-Generated Content AssessmentIncident Response SupportAttention to Detail

Soft Skills

EmpathyNeutralityConstructive Dialogue FacilitationJudgmentInclusivity

Tools & Technologies

DiscordSteam Community ToolsZendeskSprout Social

Industry Keywords

Gaming IndustryWestern Gaming CultureSocial Media ComplianceCommunity StandardsOnline Space Management

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

De $39,088 CAD brut annuel
Partenariats avec la STM, Telus et BIXI (entre autres)
Programme d'aide aux employés (PAE)