Role OverviewThe 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 ResponsibilitiesAct 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 participationAccurately assess user-generated content, distinguishing between sarcasm, humor, criticism, and genuine harassment or policy violationsRespond to community inquiries, concerns, and reports in a professional and empathetic mannerIdentify emerging community trends, risks, or recurring issues and communicate insights to internal stakeholdersSupport incident response and sensitive situations with sound judgment and discretionRequirements and qualifications3+ years in high-tier community support or player support,



specifically within the gaming industry.Deep familiarity with Western gaming culture and social media nuancesRelevant 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 contentAttention to detail and consistency in decision-makingAbility to foster inclusive, respectful, and welcoming online spacesPreferred QualificationsKnowledge of online harassment patterns, hate speech policies, and community governance best practicesAbility to work time zones or versátil schedules including weekends, if required.That would be it from us - now we are waiting for your movePrivacy NoticeBy providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice.
For more information, please see our Applicant Privacy Notice atRole Information: ENStudio: Keywords StudiosLocation: Americas, MexicoArea of Work: Business Development, Player EngagementService: EngageEmployment Type: PermanentWorking Pattern: Full Time, Remote#J-*****-Ljbffr

📌 Social Support Specialist (Internal Process Only) (México)
🏢 Keywords Studios
📍 México