Social Support Specialist

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.

Key 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.

Requirements and qualifications:

• 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

Preferred Qualifications:

• 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.

Benefits:

• Salary $39,088 CAD yearly gross

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

• Employee Assistance Program.