Social Support Specialist (Video Games) - Remote

Job Description

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

As a Social Support Specialist, you will play a key role in managing and moderating online communities across multiple social and community platforms. You will help maintain a safe, respectful, and inclusive environment while supporting positive engagement and brand trust. This role requires strong judgment, cultural awareness, and the ability to navigate nuanced community interactions. You will act as a subject matter expert on supported titles, engage directly with players, enforce moderation standards consistently, and surface insights that help teams proactively manage community health. 🚀🎮

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.
• Enforce moderation actions consistently, fairly, and without bias, escalating issues when required.
• 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 and moderate 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 moderation practices align 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 support or moderation 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 moderating 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

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

• We want to make sure you have everything you need to work efficiently — that’s why we offer remote work with all the necessary equipment provided, including a computer, keyboard, headset and mouse. You’ll also have the option to visit our office at the Global Office Park in Katowice! 
• We want you to stay healthy and happy - so we offer the attractive benefits package including private medical care option, My Benefit system, Multisport card, a subsidy for glasses and the Employee Assistance Program with personal, legal and financial counselling services. 
• We want you to grow with us - so we offer professional development opportunities e.g. online learning platform, training sessions and open vacancies exclusively for internal candidates. 
• We want you to make an impact - so we have the Employee referral program - you can invite your friend to become a fellow Keywordian and get the prize! 
• We want you to be a part of our community - so we offer the unique chance to look behind the scenes of the gaming industry and the opportunity to gain valuable experience by collaborating with people from all over the world!

Phases of our recruitment journey:

• You send us your application with your updated resume.
• After reviewing your candidacy, we invite you to an online Interview via Google Meet with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better.
• If the interview outcome is positive, we invite you to our online assessment to better evaluate your skills. Our tests will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation and keep your phone close!
• Once you submit your test, the assessment will take approximately several days to be evaluated.
• For some projects there might be a second/third interview with a Team Lead or an Operations Manager.
• At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

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. If you're interested in joining our team, we highly encourage you to apply. 😊

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