The Social Support Specialist is responsible for delivering high-quality community management and Player Support 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.
- 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
- 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 player support, 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 zon
📌 Social Support Specialist (México)
🏢 Keywords Studios
📍 México
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