Community Engagement Specialist

Wand makes gaming magical. Through game customization and guidance, we build tools that helps players have more fun in their favorite games.

Our platform works across thousands of PC games, ensuring that great games are accessible to everyone, regardless of time constraints, skill level, or accessibility needs. We want to build the future of game assistance, and we're hoping you'll join us.

Role Overview

This 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 Responsibilities

Community Engagement

• Be an active, visible presence across Wand's community channels
• Join conversations, answer questions, and guide players to the right resources
• Keep the tone positive and on-brand without sounding scripted
• Collect player feedback and flag recurring themes to the right teams
• Main channels: Discord (primary), Reddit, YouTube, X (Twitter), Facebook, Instagram, TikTok, Trustpilot, forums, Featurebase

Moderation

• Moderate Discord and social channels according to community guidelines
• Apply rules consistently, from warnings and removals to de-escalation and bans when needed
• Catch and respond to spam, harassment, impersonation, misinformation, and unsafe behavior
• Handle tense situations calmly without making things worse
• Keep records of moderation actions, edge cases, and patterns you're seeing

Technical Support and Troubleshooting

• Help players troubleshoot common issues with the Wand platform and provide clear, step-by-step guidance
• Recognize when a reported problem is a known issue, a new bug, or user error, and respond accordingly
• Escalate technical issues with enough detail that other teams can act on them quickly
• Contribute to FAQs, help docs, and internal notes based on issues you're seeing regularly

Trend Spotting and Insights

• Notice patterns early: recurring questions, shifts in sentiment, spikes in complaints after a release
• Flag issues before they escalate or spread
• Suggest updates to documentation and messaging when something clearly isn't landing

Escalation and Cross-Team Communication

• Know when something needs to go up the chain and do it quickly with the right context
• Escalate bugs, account issues, security concerns, and harassment situations to the Support lead
• Coordinate with other teams when there's a sensitive situation brewing
• When you escalate, give the full picture: what happened, where, how serious, and what the community sentiment looks like

Community Events (Bonus)

• Help plan, organize, or host community events such as giveaways, trivia nights or game nights
• Support event coordination across Discord and social platforms

Required Qualifications

• 2 or more years of experience in community moderation or social/community support
• Experience with technical troubleshooting for a software product, gaming platform, or live service
• Hands-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 Instagram
• Fluent in English with strong written communication skills
• Active PC gamer who understands gaming culture and how online communities actually work
• Comfortable identifying patterns in conversations and summarizing them clearly
• Able to handle multiple platforms at once without dropping the ball
• Someone who exercises good judgment independently and follows through without needing reminders

Preferred Qualifications

• Familiarity with moderation tools, bots, reporting queues, or helpdesk systems
• Experience with a feedback tool like Featurebase or similar
• Experience documenting moderation guidelines, response templates, or internal notes
• Background in community events, whether planning, hosting, or coordinating them
• Understanding of public-facing communication and how tone affects community perception

Core Competencies

• Community-First Mindset: Always considers the user's perspective and advocates for their needs
• Analytical Thinking: Ability to process large amounts of qualitative data and identify meaningful insights
• Proactive Communication: Identifies potential issues before they escalate and communicates them effectively
• Calm Under Pressure: Handles conflict and heated situations with professionalism and composure
• Adaptability: Comfortable working across multiple platforms and adjusting to changing priorities
• Cultural Awareness: Deep understanding of gaming community dynamics and expectations

What we offer

• A team that genuinely cares about making games better for players
• Competitive compensation
• Fully remote work

How To Apply

Along 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 moment
• A confused player or technical question
• A bug report or feature request

If 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.