Community Moderator and Support

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.

About Us

Wand is building the ultimate game companion - an interaction layer that transforms the gaming experience. Our platform empowers millions of gamers to customize and enhance thousands of games through innovative tooling. What began as a passion project for technical gamers has evolved into a movement, with our best-in-class desktop application becoming essential for players worldwide. We're not just building software; we're crafting the future of gaming where every player can experience games exactly as they want to. We're creating an entirely new category in gaming technology that will fundamentally change how people play.

Role Overview

We're looking for a Community Moderator who genuinely enjoys being where gamers hang out and understands what makes an online community feel welcoming, fun, and safe. You'll be the person keeping an eye on the conversations happening across our channels, jumping in when someone needs help, and making sure discussions stay respectful and on track.

In this role, you'll help us understand what players are feeling day-to-day—what they love, what's confusing them, and what needs to be passed along to the team. You'll spot trends as they're forming, surface issues before they grow, and help keep our players informed and supported.

If you're the kind of person who enjoys talking with gamers, can stay calm and fair when things get heated, and likes connecting dots between community conversations and the team behind the product, you'll feel right at home here.

Key ResponsibilitiesCommunity Engagement

Be an active, helpful presence across Wand's community and social platforms:

• Engage with players, answer questions, and guide users to the right resources

• Support conversations that build trust and strengthen community culture

• Collect feedback and amplify community needs internally

• Maintain an on-brand voice while adapting tone per platform

• Channels you'll cover: Discord, YouTube, Reddit, Facebook, Instagram, X (Twitter), TikTok, Trustpilot, Forum, Featurebase

Moderation

Keep channels constructive, safe, and aligned with community guidelines:

• Enforce rules consistently (warnings, removals, de-escalation, bans when needed)

• Detect and respond to spam, harassment, impersonation, misinformation, and unsafe behavior

• De-escalate tense interactions with calm, respectful communication

• Document moderation actions and patterns to maintain consistency across shifts and moderators

Identify Trends & Insights

Act as a "community pulse checker" to spot what matters before it becomes a bigger issue:

• Identify recurring questions, pain points, sentiment shifts, and emerging topics

• Surface trends tied to releases, outages, pricing changes, feature launches, or policy updates

• Recommend improvements to FAQs, messaging, and support documentation based on what you observe

Escalation & Cross-Functional Communication

Know when something needs fast attention—and route it correctly:

• Escalate urgent issues (bugs, account problems, security concerns, harassment threats, platform-wide incidents) to Support lead

• Flag high-impact feedback for Product/Engineering (especially Featurebase trends)

• Coordinate with Marketing/Comms during sensitive moments (PR risks, misinformation, heated threads)

• Provide clear context: what happened, where, severity, examples, and what the community is experiencing
  

Required Qualifications

• 2+ years experience in community moderation, community management, social support, or customer support

• Active PC gamer with deep understanding of gaming culture and mechanics

• Strong written communication and judgment, with the ability to stay calm under pressure

• Experience moderating or supporting communities on platforms like Discord/social channels

• Ability to track qualitative patterns (themes, sentiment, repeated reports) and summarize clearly

• Comfort juggling multiple channels and switching contexts quickly

• Reliable, self-directed, and consistent with policy enforcement
  

Preferred Qualifications

• Experience supporting a gaming platform or software product

• Experience with community tools (moderation bots, queues, reporting workflows, CRM/helpdesk tools)

• Familiarity with public response best practices and public-facing reputation management

• Knowledge of Wand or similar modding communities

• Experience writing or improving community guidelines, macros, or support documentation

• Understanding of feedback pipelines (e.g., Featurebase) and how to convert feedback into insights

• Understanding of community moderation best practices
  

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

• Adaptability: Comfortable working across multiple platforms and adjusting to changing priorities

• Cultural Awareness: Deep understanding of gaming community dynamics and expectations
  

What We Offer

• Work with a team passionate about enhancing gaming experiences

• Competitive compensation package

• Remote work flexibility
  

How to Apply

Please include examples of your community work. Along with your resume, attach 3 examples of how you've communicated with gamers online. This can be:

• Screenshots of real conversations you've handled (Discord, social comments, forums, etc.)

• Written "response scripts" if you can't share screenshots

• Examples of how you handled: a heated moment, a confused user, a bug report, or a feature request

If sharing screenshots, remove or blur usernames, emails, and any personal info.

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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