Social Support Specialist – Community Management, Moderation

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

📋 Description

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

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

• Proactively interact with community members to promote constructive dialogue and encourage positive participation.

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

• Implement moderation actions consistently, justly, and impartially, escalating matters as 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

• Over 3 years of experience in high-level community support or moderation, particularly within the gaming sector.

• Strong understanding of Western gaming culture and the nuances of social media.

• Relevant experience with Discord server administration and Steam community tools.

• Proficiency in Zendesk and Sprout Social is highly advantageous.

• Native-level English fluency with a deep, nuanced grasp of Western culture and social media etiquette.

• Proven ability to maintain neutrality and objectivity when managing sensitive or emotionally charged content.

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

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

🏝️ Benefits

• Full-time schedule along with employee benefits, including health and dental care, when eligible.

• Access to an Employee Assistance Program.