Player Support & Community Experience Specialist

Sony Interactive Entertainment Inc. (Japan); San Diego (CA); On-site; USD 54,000 - 81,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Job summary

Sony Interactive Entertainment is seeking a Community Support Specialist to improve MLB The Show player experience. You will work with the Community Experience teams to resolve player issues, monitor for toxicity, and escalate bugs to internal teams.

This temporary role emphasizes empathy, strong communication, and game knowledge. Responsibilities include daily player interaction, dispute moderation, and protecting game integrity while collaborating with developers.

Qualifications

• Strong interpersonal, verbal, and written communication skills.
• A strong sense of empathy and understanding.
• Ability to keep a positive mindset when talking with players.
• Strong problem solving and troubleshooting skills.
• Strong ability to work in a communicative team environment.
• Superior organization skills.
• A passion for video games and video game communities.

Responsibilities

• Directly interact and support players daily via support channels.
• Maintain in-depth knowledge of MLB The Show, including gameplay mechanics.
• Assist in keeping the community environment free of harmful imagery and or general toxicity that may damage the player's experience.
• Moderating community channels when the time is needed.
• Keeping a keen eye on player reported issues and routing those issues to the correct internal teams for resolution.
• Identify and investigate cheating, exploits, and unfair play trends.
• Recognize cheating behaviors and emerging exploit patterns.
• Analyze player activity to detect cheating and abuse.
• Investigate exploits and help protect game integrity.
• Track cheating methods to support safer gameplay.
• Assist in maintaining tools to help solve player reported issues.
• Represent the players best interests to the internal development team.
• Assist in identifying bugs and assisting in testing when the time is needed.

Skills

Interpersonal communication

Empathy

Problem solving

Team collaboration

Organizational skills

Positive mindset

Video game passion

Spanish language

Tools

Zendesk

Job description

Sony Interactive Entertainment is seeking a Community Support Specialist to improve MLB The Show player experience. You will work with the Community Experience teams to resolve player issues, monitor for toxicity, and escalate bugs to internal teams.

This temporary role emphasizes empathy, strong communication, and game knowledge. Responsibilities include daily player interaction, dispute moderation, and protecting game integrity while collaborating with developers.