About this role
Role Overview
- 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.
- Manage and moderate social media and community platforms to ensure compliance with platform guidelines, community standards, and company policies
- 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
- Enforce moderation actions consistently, fairly, and without bias, escalating issues as required
- 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
- 3+ years in high-tier community support or moderation, 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