Community Engagement 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.

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.

We’re looking for a Community Engagement and Support (Overnight Shift) who thrives where gamers hang out and genuinely enjoys engaging with players day to day. This role is highly hands-on: you’ll be active in conversations, keeping communities welcoming and constructive while helping us understand what players are experiencing in real time.

Beyond moderation, you’ll act as a community pulse-checker — spotting trends, recurring questions, sentiment shifts, and emerging issues across our channels. You’ll surface insights early, help players feel heard, and ensure the right teams have visibility into what’s happening on the ground.

If you enjoy engaging with gaming communities, have strong Discord moderation experience, and like connecting patterns in conversations to real product or support insights, this role is for you.

Be an active and approachable presence across Wand’s community spaces:

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

• Encourage positive discussion and help reinforce a healthy community culture

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

• Collect player feedback and surface common questions or concerns internally

Primary channels: Discord (primary), Reddit, YouTube, X (Twitter), Facebook, Instagram, TikTok, Trustpilot, forums, Featurebase

Keep community spaces safe, respectful, and constructive:

• Moderate Discord and social channels in line 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 or emotional situations calmly and fairly

• Document moderation actions, edge cases, and recurring issues for consistency

Act as a frontline signal detector for what the community is experiencing:

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

• Spot trends related to releases, outages, pricing changes, feature launches, or policy updates

• Flag issues early before they escalate or spread

• Recommend improvements to FAQs, messaging, or support documentation based on observed patterns

Know when and how to escalate issues effectively:

• Escalate urgent concerns (bugs, account issues, security risks, harassment threats) to the Support lead

• Surface high-impact feedback and recurring requests to Product and Engineering teams

• Coordinate with Marketing or Comms during sensitive situations (misinformation, heated threads, PR risks)

• Provide clear context when escalating: what happened, where, severity, examples, and community sentiment

• 2+ years of experience in community moderation or social/community support

• Hands-on Discord moderation experience (required)

• Active PC gamer with a strong understanding of gaming culture and online community dynamics

• Strong written communication skills and sound judgment under pressure

• Experience engaging with users across social platforms and public-facing channels

• Ability to identify qualitative patterns (themes, sentiment, repeated issues) and summarize clearly

• Comfortable handling multiple platforms and switching contexts quickly

• Reliable, self-directed, and consistent in enforcing rules and guidelines

• Experience moderating Reddit and other social platforms beyond Discord

• Experience supporting a gaming platform, live service, or software product

• Familiarity with moderation tools, bots, reporting queues, or helpdesk systems

• Experience documenting guidelines, macros, or internal moderation notes

• Familiarity with feedback pipelines (e.g., Featurebase) and turning feedback into insights

• Understanding of best practices for public responses and reputation management

• Community-First Mindset: Advocates for players while upholding community standards

• Pattern Recognition: Able to spot trends and recurring issues early

• Calm Under Pressure: Handles conflict and heated situations with professionalism

• Clear Communicator: Shares insights and escalations with clarity and context

• Adaptability: Comfortable working across fast-moving platforms and changing priorities

• Work with a team passionate about enhancing gaming experiences

• Competitive compensation package

• Remote work flexibility
  

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.