Social Support Specialist (Community Management and Moderation)

About Our Client

The organization operates as a highly specialized, brand-protective force within the global interactive entertainment and gaming industries, pioneering advanced community management, player engagement, and trust and safety services. Dedicated to cultivating secure, respectful, and highly inclusive digital spaces, the enterprise manages, moderates, and scales vibrant player ecosystems across an array of social media networks and communication platforms. Supporting an expansive portfolio of multi-platform gaming titles, the organization partners with leading publishers to safeguard brand trust, mitigate toxic behavioral trends, and foster deeply loyal, positive player-to-developer interactions.

About the Opportunity

The Social Support Specialist will step into a highly critical, culturally nuanced community operations role designed to serve as a frontline steward of player safety, engagement, and brand reputation. This position takes comprehensive operational ownership of day-to-day moderation, sentiment analysis, and peer-to-peer engagement pipelines across core digital hubs, including Discord, X (formerly Twitter), Facebook, and native gaming forums. Operating at the intersection of technical troubleshooting and conflict de-escalation, the Specialist plays a vital role in upholding strict community guidelines, protecting users from online harms, and transforming raw player sentiment into constructive, brand-stabilizing dialogue.

Responsibilities

• Serve as an authoritative subject matter expert on a diverse portfolio of supported gaming titles, maintaining deep, technical knowledge of complex game mechanics, patch notes, and server deployment architectures to execute tier-1 player troubleshooting
• Manage, monitor, and moderate high-volume social media channels and interactive community hubs in strict, unwavering alignment with established brand policies and community safety frameworks
• Proactively engage with community members, content creators, and competitive players to stimulate constructive dialogue, elevate positive organic reach, and drive brand loyalty
• Analyze high volumes of user-generated content (UGC) with exceptional cognitive precision, accurately differentiating between harmless sarcasm, community humor, constructive consumer criticism, and malicious policy violations
• Execute formal moderation actions—including warnings, temporary mutes, server bans, and content deletions—with total fairness, consistency, and objective neutrality, while managing formalized escalation paths for severe threats
• Deliver highly professional, empathetic, and brand-aligned responses to sensitive player inquiries, billing disputes, and user-generated safety reports
• Isolate, track, and report on emerging community behavioral trends, shifting player sentiment, critical product bugs, or recurring systemic game exploits to senior stakeholders and development teams
• Support high-priority incident response protocols, crisis management actions, and sensitive, embargoed product leaks with absolute confidentiality and executive discretion

Requirements

• A minimum of three (3) years of progressive, professional experience in high-tier community support, trust and safety operations, or player moderation specifically within the gaming or interactive media industries
• Native-level English language proficiency, paired with an intimate, highly nuanced understanding of Western gaming culture, internet subcultures, internet slang, and evolving social media etiquette
• Advanced, practical familiarity with backend Discord server management infrastructure (including bot integrations, permission hierarchies, and verification pipelines) alongside Steam Community moderation toolsets
• Strong ability to remain thoroughly neutral, emotionally resilient, and completely objective when evaluating graphic, sensitive, or high-conflict online content
• Elite attention to structural detail, ensuring flawless consistency and defensibility in daily policy-enforcement decision-making
• Demonstrated capability to champion diverse, inclusive, and culturally welcoming digital environments for players of all backgrounds

Preferred Qualifications

• Deep systemic knowledge of online harassment patterns, modern digital hate speech indicators, anti-toxicity algorithms, and macro-level community governance frameworks
• Prior hands-on proficiency utilizing enterprise-grade CRM and social listening platforms, with specific focus on Zendesk and Sprout Social systems
• High scheduling flexibility, showcasing the absolute willingness to support rotating, non-traditional shifts including evenings, weekends, or emergency holiday coverage as dictated by live-game operations

Pay Range and Compensation Package

Target baseline compensation: $38,000 to $45,000 USD gross per annum. Final base salary is determined based upon a comprehensive evaluation of the candidate's historical trust and safety tenure, technical platform proficiencies, and specific live-service operational experience. Total rewards portfolio combines a stable annual salary with immediate eligibility for comprehensive employee health benefits, an Employee Assistance Program (EAP), and robust paths for long-term career growth within interactive entertainment administration.

Benefits & Perks

• Premium medical insurance options designed to secure the long-term physical well-being of full-time employees
• Dedicated dental insurance options providing expansive oral healthcare coverage
• Immediate access to a comprehensive, fully confidential Employee Assistance Program (EAP) offering mental, emotional, and psychological well-being support tools
• Structured opportunities for professional development, remote workspace upskilling, and career progression into trust and safety leadership or community management pathways