Join Keywords Studios as a Social Support Specialist, where you will manage and moderate online communities across social and community platforms for video games. Your work will help maintain a safe, respectful environment and support positive engagement.
What You'll Do
- Manage and moderate social media and community platforms like Discord, X, and Facebook.
- Actively engage with community members to encourage constructive dialogue.
- Respond to community inquiries, concerns, and reports with professionalism and empathy.
- Assess user-generated content accurately to distinguish humor from policy violations.
- Enforce moderation actions consistently and fairly, escalating issues when required.
- Support incident response and sensitive situations with sound judgment.
- Identify emerging community trends, risks, and recurring issues.
- Communicate insights and observations clearly to internal stakeholders.
- Maintain a safe, inclusive, and respectful community environment.
- Ensure moderation practices align with company policies and community governance standards.
- Act as a subject matter expert on supported titles, providing high-tier guidance and troubleshooting.
What We're Looking For
- 3+ years of experience in high-tier community support or moderation within the gaming industry.
- Strong subject matter expertise across supported titles with deep technical understanding of game mechanics.
- Native-level English proficiency with a nuanced understanding of Western culture and social media etiquette.
- Deep familiarity with Western gaming culture and online community dynamics.
- Strong experience moderating platforms such as Discord, X (Twitter), and Facebook.
- Knowledge of Discord server management and Steam community tools.
- Demonstrated ability to remain neutral and objective when handling sensitive content.
- High attention to detail and consistency in decision-making.
- Ability to foster inclusive, respectful, and welcoming online spaces.
Nice to Have
- Proficiency with Zendesk and Sprout Social.
- Knowledge of online harassment patterns, hate speech policies, and community governance best practices.
- Ability to work across time zones or flexible schedules, including weekends when required.
Technical Stack
- Discord
- X (Twitter)
- Steam community tools
- Zendesk
- Sprout Social
Benefits & Compensation
- Remote work with all necessary equipment provided, including a computer, keyboard, headset and mouse.
- Option to visit the office at the Global Office Park in Katowice.
- Private medical care option.
- My Benefit system.
- Multisport card.
- Subsidy for glasses.
- Employee Assistance Program with personal, legal and financial counselling services.
- Professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates.
- Employee referral program.
Work Mode
This is a remote position open to candidates in Europe, particularly Poland.
Keywords Studios is dedicated to following a well-established Equal Opportunities Policy.
