Social Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as a subject matter expert for all supported titles, possessing a thorough technical understanding of game mechanics to offer top-tier troubleshooting and guidance.

• Oversee and moderate social media and community platforms to ensure adherence to platform guidelines, community standards, and company policies.

• Proactively engage with community members to promote constructive dialogue and positive involvement.

• Accurately evaluate user-generated content, differentiating between sarcasm, humor, criticism, and genuine harassment or policy violations.

• Implement moderation actions consistently, fairly, and impartially, escalating issues when necessary.

• Address community inquiries, concerns, and reports with professionalism and empathy.

• Recognize emerging community trends, risks, or recurring issues and relay insights to internal stakeholders.

• Assist in incident response and sensitive situations with sound judgment and discretion.

⛳️ Requirements

• Minimum of 3 years of experience in high-tier community support or moderation, particularly within the gaming industry.

• Strong familiarity with Western gaming culture and social media intricacies.

• Relevant experience in managing Discord servers and utilizing Steam community tools.

• Proficiency in Zendesk and Sprout Social is a valuable asset.

• Native-level English proficiency with a profound understanding of Western culture and social media etiquette.

• Proven ability to maintain neutrality and objectivity while addressing sensitive or emotionally charged content.

• Keen attention to detail and consistency in decision-making.

• Capability to cultivate inclusive, respectful, and welcoming online environments.

🏝️ Benefits

• A salary of $39,088 CAD gross annually.

• Partnerships with STM, Telus, and BIXI (among others).

• Employee assistance program (EAP).