Moderator at Big Time

Job Description

Key Responsibilities

• Proactively moderate official forum and chat channels (Discord, Telegram, Kakao) to foster positive and constructive discussions, ensuring adherence to community guidelines and brand values.
• Monitor and analyze player interactions in real-time, identifying potential conflicts or negative trends and taking appropriate action to de-escalate situations.
• Stay up to date with company news, game updates, and mechanics to provide accurate, timely, and relevant information to players and stakeholders.
• Generate detailed reports on player sentiment, community challenges, and trending topics, using data-driven insights to inform strategic decisions.
• Collaborate with Customer Support and Quality Assurance teams to resolve complex issues, escalate critical concerns, and ensure consistent communication across departments.
• Participate in community events and initiatives to engage players, gather feedback, and strengthen brand loyalty through active participation and outreach.
• Develop and implement moderation strategies to enhance user engagement, improve community health, and align with company objectives.
• Respond to player inquiries through multiple channels, including written communication, voice chats, and video calls, while maintaining a professional and approachable tone.
• Conduct regular audits of community content to ensure compliance with policies, identify areas for improvement, and recommend actionable solutions.
• Work closely with the content team to create educational materials, FAQs, and community guidelines that support player understanding and engagement.

Job Requirements

• Native or fluent proficiency in Mandarin, with strong written and verbal communication skills to effectively interact with players and teams.
• Experience in moderating online communities, particularly on platforms such as Discord, Telegram, and Kakao, with a proven track record of maintaining positive engagement.
• Detailed knowledge of game mechanics, player behavior, and industry trends to provide accurate and insightful responses to user queries.
• Excellent analytical skills to interpret community data, identify patterns, and generate actionable reports for stakeholders.
• Strong teamwork and collaboration abilities to work seamlessly with Customer Support, Quality Assurance, and content teams in resolving issues and improving services.
• Ability to multitask effectively in a fast-paced environment, prioritizing urgent matters while maintaining consistent engagement with the community.
• Proficiency in using moderation tools and analytics software to monitor community activity and track key metrics.
• Knowledge of customer service protocols and escalation procedures to handle complex issues with professionalism and efficiency.
• Ability to work independently and take initiative in identifying community needs and implementing improvements.
• Excellent time management skills to balance moderation duties, report generation, and team collaboration while meeting deadlines.
• Preferred qualifications include familiarity with gaming industry terminology, experience in managing large-scale communities, and knowledge of social media management best practices.