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Requirements and responsibilities
Role OverviewThis is a community-first role. You'll be present and active where our players spend time, across Discord, Reddit, social media, forums, and beyond, keeping conversations healthy, answering questions, and making sure people feel like they're part of something. You'll also be one of the first to notice when something is off, whether that's a bug making the rounds, a feature request that keeps coming up, or a situation that needs handling before it gets bigger.This is not a background role. We're not looking for someone who silently removes posts and calls it a day. We want someone who shows up in conversations across all our channels, builds rapport with players, and truly enjoys the community side of gaming.If you're comfortable managing multiple platforms at once, have strong Discord experience, and have a good instinct for when to engage and when to escalate, keep reading.Key ResponsibilitiesCommunity EngagementBe an active, visible presence across Wand's community channelsJoin conversations, answer questions, and guide players to the right resourcesKeep the tone positive and on-brand without sounding scriptedCollect player feedback and flag recurring themes to the right teamsMain channels: Discord (primary), Reddit, YouTube, X (Twitter), Facebook, Instagram, TikTok, Trustpilot, forums, FeaturebaseModerationModerate Discord and social channels according to community guidelinesApply rules consistently, from warnings and removals to de-escalation and bans when neededCatch and respond to spam, harassment, impersonation, misinformation, and unsafe behaviorHandle tense situations calmly without making things worseKeep records of moderation actions, edge cases, and patterns you're seeingTechnical Support and TroubleshootingHelp players troubleshoot common issues with the Wand platform and provide clear, step-by-step guidanceRecognize when a reported problem is a known issue, a new bug, or user error, and respond accordinglyEscalate technical issues with enough detail that other teams can act on them quicklyContribute to FAQs, help docs, and internal notes based on issues you're seeing regularlyTrend Spotting and InsightsNotice patterns early: recurring questions, shifts in sentiment, spikes in complaints after a releaseFlag issues before they escalate or spreadSuggest updates to documentation and messaging when something clearly isn't landingEscalation and Cross-Team CommunicationKnow when something needs to go up the chain and do it quickly with the right contextEscalate bugs, account issues, security concerns, and harassment situations to the Support leadCoordinate with other teams when there's a sensitive situation brewingWhen you escalate, give the full picture: what happened, where, how serious, and what the community sentiment looks likeCommunity Events (Bonus)Help plan, organize, or host community events such as giveaways, trivia nights or game nightsSupport event coordination across Discord and social platformsRequired Qualifications2 or more years of experience in community moderation or social/community supportExperience with technical troubleshooting for a software product, gaming platform, or live serviceHands-on Discord moderation experience (this is a hard requirement, not a nice-to-have)Experience moderating or engaging across other social platforms such as Reddit, X, TikTok, YouTube, Facebook, or InstagramFluent in English with strong written communication skillsActive PC gamer who understands gaming culture and how online communities actually workComfortable identifying patterns in conversations and summarizing them clearlyAble to handle multiple platforms at once without dropping the ballSomeone who exercises good judgment independently and follows through without needing remindersPreferred QualificationsFamiliarity with moderation tools, bots, reporting queues, or helpdesk systemsExperience with a feedback tool like Featurebase or similarExperience documenting moderation guidelines, response templates, or internal notesBackground in community events, whether planning, hosting, or coordinating themUnderstanding of public-facing communication and how tone affects community perceptionCore CompetenciesCommunity-First Mindset: Always considers the user's perspective and advocates for their needsAnalytical Thinking: Ability to process large amounts of qualitative data and identify meaningful insightsProactive Communication: Identifies potential issues before they escalate and communicates them effectivelyCalm Under Pressure: Handles conflict and heated situations with professionalism and composureAdaptability: Comfortable working across multiple platforms and adjusting to changing prioritiesCultural Awareness: Deep understanding of gaming community dynamics and expectationsWhat We OfferA team that genuinely cares about making games better for playersCompetitive compensationFully remote workHow to ApplyAlong with your resume, send us 3 examples of how you've engaged with gaming communities online. These can be screenshots of real conversations you've handled (Discord, social comments, forums, etc.) or written response examples if you can't share screenshots.Try to include at least one example from each of the following:A heated or frustrated community momentA confused player or technical questionA bug report or feature requestIf you're sharing screenshots, please blur or remove usernames, emails, and any other personal information.Wand is an equal opportunity employer committed to building a diverse and inclusive team. We welcome applications from all qualified candidates regardless of background.
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