# Social Support Specialist

**Company**: Keywords Studios
**Location**: Montreal, Quebec, Canada
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Salary**: $39,088 CAD yearly gross
**Category**: IT
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q64141679

**Apply**: https://apply.workable.com/j/B43EBD6048
**Canonical**: https://yubhub.co/jobs/job_ab2bc5a9-a00

## Description

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.

## Skills

### Required
- Discord server management
- Steam community tools
- Zendesk
- Sprout Social
- Western gaming culture
- social media nuances
- native-level English proficiency

### Nice to have
- online harassment patterns
- hate speech policies
- community governance best practices