Social Support Specialist (INTERNAL PROCESS ONLY)

Keywords Studios Plc; México; Presencial; MXN 279.000 - 502.000; Jornada completa

Descripción de la vacante

Keywords Studios is seeking a Social Support Specialist to manage communities across Discord, X, Facebook and other platforms. You will maintain a safe, respectful environment while supporting engagement and brand trust.

The role requires deep knowledge of gaming culture, English fluency, and experience with Zendesk and Sprout Social. Remote work is possible with flexible schedules.

Formación

• 3+ years in high-tier community support or player support, gaming industry.
• Native-level English proficiency with Western culture and social media etiquette.
• Deep familiarity with Western gaming culture and social media nuances.
• Proficiency with Zendesk and Sprout Social is a significant plus.
• Ability to remain neutral and objective handling sensitive content.
• Attention to detail and consistency in decision-making.

Responsabilidades

• Act as a subject matter expert on all supported titles for high-tier troubleshooting.
• Engage with community members to encourage constructive dialogue and participation.
• Assess user content to distinguish sarcasm, humor, criticism, and violations.
• Respond to inquiries and reports professionally and empathetically.
• Identify trends, risks, or recurring issues and share insights with stakeholders.
• Support incident response and sensitive situations with good judgment.

Conocimientos

English

Zendesk

Sprout Social

Community management

Herramientas

Discord server management

Steam Community Tools

Descripción del empleo

Role Overview

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 zones or flexible schedules including weekends, if required.

That would be it from us - now we are waiting for your move

Privacy Notice

By 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 at https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: Keywords Studios

Location: Americas, Mexico

Area of Work: Business Development, Player Engagement

Service: Engage

Employment Type: Permanent

Working Pattern: Full Time, Remote