Social Support Specialist - Video Games - Remote
RemotePoland
Job Summary
Deliver high-quality community management and player support across multiple social media platforms, including Discord, X, Facebook, and other digital communities. Maintain a safe, respectful, and inclusive online environment by accurately assessing user-generated content, distinguishing humor from genuine policy violations, and responding to inquiries with professionalism. Act as a subject matter expert on supported titles to provide high-tier guidance and troubleshooting, while identifying emerging community trends to communicate insights to internal stakeholders. Ensure alignment with company policies and community governance standards to support positive engagement and brand trust.
Required Qualifications
- 3+ years of experience in high-tier Community Management and Player Support within the gaming industry
- Strong subject matter expertise across supported titles, with a deep technical understanding of game mechanics to provide high-tier guidance and troubleshooting
- Native-level English proficiency with a nuanced understanding of Western culture and social media etiquette
- Deep familiarity with Western gaming culture and online community dynamics
- Strong experience in social and community platforms such as Discord, X (Twitter), Facebook, and similar channels
- Knowledge of Discord server management and Steam community tools
- Demonstrated ability to remain neutral and objective when handling sensitive or emotionally charged content
- High attention to detail and consistency in decision-making
- Ability to foster inclusive, respectful, and welcoming online spaces
Desired Qualifications
- Proficiency with Zendesk and Sprout Social (nice to have)
- Knowledge of online harassment patterns, hate speech policies, and community governance best practices (nice to have)
- Ability to work across time zones or flexible schedules, including weekends when required (nice to have)
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