Moderation and Social Care Specialist



Montreal, Canada
Full Time
2y ago

Company Description


Founded in Montreal in 2007, Ludia is one of Canada's leading mobile video game studios. "Creating games that touch people" is what drives us every day! And we work hard at it by continuing to innovate and aim higher every day, without forgetting to have fun while doing it! Named Montreal Top Employer 2021, here you will always have a place to express and grow ideas, to have a real impact on projects but also to feed yourself with the sharing of cultures, visions and expertise.

Our games

For us, mobile is a real opening to the future, an incredible growth potential and stimulating technological challenges to take up. It's the perfect answer to our ambition to "touch people" and anchor ourselves in everyday life. Match 3, Geolocation, Narrative Game, Builder, our portfolio includes diverse and high quality games that leverage world-renowned brands such as; Jurassic World™: Alive, Dragons: Rise of Berk, Dungeons & Dragons™, Dragons: Titan Uprising, Jurassic World™: The Game, Teenage Mutant Ninja Turtles: Legends, and many more to come, not to mention our very own IP Lovelink!

Flexibility at heart

Flexibility at Ludia, it's lived 100%. Whether you want to enjoy the creative excitement of our beautifully remodeled offices in Old Montreal, prefer the comfort of your own home anywhere in Quebec, or like the idea of having the best of both worlds in hybrid mode, it's up to you! Our Flex program is 100% flexible from day to day. A great freedom for your daily well-being!

Job Description

What is the challenge?

We are looking for a Moderation and Social Care Specialist who can assist clients with product issues and help to maintain a high customer retention level. The Moderation and Social Care Specialist will be responsible for responding to our customer base on several online platforms and escalating issues to our support team as required. The successful candidate will be required to develop a comprehensive understanding of our games and policies as well as be comfortable communicating with customers in several different online environments autonomously.


  • Engage with customers on social media sites,
  • Monitor and manage forums,
  • Engage with customers in the app stores, 
  • Create and maintain internal documentation, 
  • Work closely with internal teams, producers, community managers and customer support,
  • Work autonomously on assigned tasks, 
  • Manage agents and moderators.


You need to have:

  • 3+ years of experience in customer service,
  • 2+ years in the video game industry (preferred),
  • Excellent organizational, deductive thinking, troubleshooting, collaboration and communications skills, 
  • Familiarity with forums, moderation and social media.

Even better if you have:

  • Familiarity with Apple and Android devices,
  • Familiarity with Google apps (Sheets, Docs, etc) and Jira.

Additional Information

Why is Ludia the perfect place for you ? 

Because we take great care of our Ludians ! 

Offices at the heart of Old Montréal!

  • Daily breakfasts, coffee and tea, and our famous Friday Lunches;
  • Flexible hours;
  • Access to our brand new Gym and group training classes; 
  • Partial refund of your STM/RTM;
  • Fridays’ [email protected] in our lounge in presence of the beer of the month;
  • An impressive health plan and a virtual medical assistance available 24h/24;
  • Collective RRSP with employer participation, referral and bonus programs.

So? Interested? Then we can’t wait to meet you!

Only selected candidates will be contacted. 

Masculine is used in this publication for the sake of brevity.

At Ludia we don’t just accept diversity, we support and celebrate it! Women, people of all sexual orientations and gender identities, First Nations people, people living with a handicap, or part of any group marginalized are welcome to apply.

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Onkar By: Onkar