Social Support Specialist
K
Keywords StudiosGaming
Boston, Massachusetts, United States, Ability to work time zones or flexible schedules including weekends, if required.Full-TimeMiddle
Salary38,000 - 45,000 USD per year
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Job Details
- Languages
- Native-level English
- Experience
- 3+ years
- Required Skills
- Customer supportZendesk
Requirements
- 3+ years in high-tier community support or moderation, specifically within the gaming industry.
- Native-level English proficiency with a deep, nuanced understanding of Western culture and social media etiquette.
- Deep familiarity with Western gaming culture and social media nuances.
- Relevant knowledge of Discord server management and Steam community tools.
- 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.
- Knowledge of online harassment patterns, hate speech policies, and community governance best practices is preferred.
- Proficiency in Zendesk and Sprout Social is a significant plus.
- Ability to work time zones or flexible schedules including weekends, if required.
Responsibilities
- Act as a subject matter expert on all supported titles, maintaining a deep technical understanding of game mechanics.
- 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.
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