Social Support Specialist

Position:
Social Support Specialist (Internal Recruitment Process)

Company:
Keywords Studios

Location:
Poland, Katowice

Employment type:
Full Time

Work Arrangement:
Remote

Short Summary:
The Social Support Specialist is responsible for delivering high-quality community management and Player Support across multiple social media platforms, maintaining a safe and inclusive online environment while supporting positive community engagement and brand trust.

Responsibilities:
- Deliver high-quality community management and Player Support across social media platforms.
- Act as a subject matter expert on supported titles, providing guidance and troubleshooting.
- Identify community trends, risks, and recurring issues, communicating insights to stakeholders.
- Manage social media and community platforms in line with guidelines and policies.
- Engage with community members to encourage constructive dialogue and respond to inquiries with professionalism.
- Maintain a safe and respectful community environment that supports player trust and brand reputation.

Requirement:
- 3+ years of experience in Community Management and Player Support within the gaming industry.
- Strong subject matter expertise across supported titles and technical understanding of game mechanics.
- Native-level English proficiency with a nuanced understanding of Western culture and social media etiquette.
- Familiarity with social and community platforms such as Discord, X (Twitter), and Facebook.
- Ability to handle sensitive content with neutrality and objectivity.
- Proficiency with Zendesk and Sprout Social (nice to have).

Benefits:
- Fully online and remote recruitment process.
- Individual review of each application.
- Communication regarding the status of your candidacy.