# Social Support Specialist (Community Management and Moderation)

**Company**: Keywords Studios
**Location**: Boston, Massachusetts
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Salary**: $12,000 - $40,000 yearly gross
**Category**: IT
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q64141679

**Apply**: https://apply.workable.com/j/071F0ED26B
**Canonical**: https://yubhub.co/jobs/job_f6ad15c1-36a

## 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 $12,000 - $40,000 yearly gross.

- Full-time schedule, plus employee benefits, including health and dental care, when eligible.

- Employee Assistance Program.

## Skills

### Required
- Discord server management
- Steam community tools
- Zendesk
- Sprout Social
- Native-level English proficiency

### Nice to have
- Online harassment patterns
- Hate speech policies
- Community governance best practices