Social Support Specialist (Community Management and Moderation)

Keywords Studios • Boston, MA

3d • $12,000 - $40,000 • Remote

About The Position

Role Overview: The Social Support Specialist is responsible for delivering high-quality community management and moderation 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

• 3+ years in high-tier community support or moderation, specifically within the gaming industry.
• Deep familiarity with Western gaming culture and social media nuances
• Relevant knowledge of Discord server management and Steam community tools.
• Proficiency in Zendesk and Sprout Social is a significant plus.
• Native-level English proficiency with a deep, nuanced understanding of Western culture and social media etiquette.
• 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

Nice To Haves

• Knowledge of online harassment patterns, hate speech policies, and community governance best practices
• 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 to provide high-tier troubleshooting and guidance.
• 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

Benefits

• Salary $12,000 - $40,000 yearly gross
• Full-time schedule, plus employee benefits, including health and dental care, when eligible.
• Employee Assistance Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed