Social Support Specialist (Internal Recruitment Process)
Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.
We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.
Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥
Role overview
The Social Support Specialist is responsible for delivering high-quality community management and Player Support across multiple social media platforms, including Discord, X (Twitter), Facebook, and other digital communities. This role plays a critical part in maintaining a safe, respectful, and inclusive online environment while supporting positive community engagement and brand trust. 🚀🎮
Requirements
What are we looking for? Our Social Support Specialist has a knack for the following skills:
Leadership:
- Act as a subject matter expert on supported titles, maintaining a deep understanding of game mechanics to provide high-tier guidance and troubleshooting.
- Support incident response and sensitive situations with sound judgment and discretion.
Analytics:
- Identify emerging community trends, risks, and recurring issues.
- Communicate insights and observations clearly to internal stakeholders to support proactive decision-making.
Communication:
- Manage social media and community platforms (e.g., Discord, X, Facebook) in line with platform guidelines, community standards, and company policies.
- Actively engage with community members to encourage constructive dialogue and positive participation.
- Respond to community inquiries, concerns, and reports with professionalism and empathy.
- Accurately assess user-generated content, distinguishing humor, sarcasm, criticism, and genuine policy violations.
Business:
- Maintain a safe, inclusive, and respectful community environment that supports player trust and brand reputation.
- Ensure alignment with company policies and community governance standards.
You'd be a great fit for this role if you have:
- 3+ years of experience in high-tier Community Management and Player Support within the gaming industry.
- Strong subject matter expertise across supported titles, with a deep technical understanding of game mechanics to provide high-tier guidance and troubleshooting.
- 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 in social and community platforms such as Discord, X (Twitter), Facebook, and similar channels.
- Knowledge of Discord server management and Steam community tools.
- Demonstrated 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
Phases of our recruitment journey:
- You send us your application with your updated resume and the Internal Job Application Form.
- After reviewing your candidacy, we invite you to an online Interview via Google Meet with one of our Talent Acquisition Specialists.
- Once the interview with the Talent Acquisition Team Representative is complete, your application is shared with the Hiring Team for review.
- Candidates approved for the next stage of the recruitment process participate in an interview with the Operations Manager. Additional stages may apply.
_Our recruitment process is fully online and remote._ _We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy._
That would be it from us - now we are waiting for your move!
#imaginemore
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Role Information: EN
Studio: Keywords Studios
Location: Europe, Poland
Area of Work: Player Engagement
Service: Engage
Employment Type: Permanent
Working Pattern: Full Time, Remote