Community Ops, Junior Representative

At EFG (ESL FACEIT Group) we create worlds beyond gameplay where players and fans become community. We pride ourselves in having a corporate social responsibility which is that "IT'S NOT GG, UNTIL IT'S GG FOR ALL". We are passionate about the culture we foster that ultimately helps to create and shape the world of esports, gaming tournaments, leagues, events and holistic ecosystems staged for our millions of players, fans and heroes.

At EFG (ESL FACEIT Group), we don't just build games — we build worlds. Our mission goes beyond gameplay: we create immersive spaces where players, fans, and communities come together to connect, compete, and celebrate. Central to our ethos is our corporate social responsibility, encapsulated by our guiding principle: "It's not GG, until it's GG for all."

Everything we do — from global esports tournaments and community-driven leagues to next-generation platforms and live events — is rooted in our passion, craftsmanship, and culture. With millions of players and fans around the world, we aim to shape the future of esports and gaming by building ecosystems that are inclusive, innovative, and enduring.

About FACEIT

As one of the core pillars of EFG, FACEIT is the beating heart of competitive online gaming. With over 26 million registered users playing 30 million matches each month, we are the industry leader in competitive play. Our platform is where gamers of all levels come together to test their skills, climb the ranks, and forge communities.

At FACEIT, we're relentless in our pursuit of excellence. We push the limits of technology, deliver cutting-edge features, and provide an unparalleled competitive gaming experience. Our vision is simple: to empower every player to reach their full potential, while keeping competition fair, engaging, and thrilling.

The Role

In this role, your goal will be to safeguard the FACEIT community by accurately reviewing moderation cases and applying fair enforcement actions based on evidence and internal policies. As a Junior Representative, you will play a vital role in ensuring a safe, competitive, and respectful environment for all players on our platform.

Responsibilities

Case Review & Analysis: Review reported user behavior using internal FACEIT tools and provide objective assessments based on provided evidence (video, logs, match replays or chat);
Policy Enforcement: Apply moderation actions, including temporary or permanent bans, in strict accordance with FACEIT's internal Trust & Safety guidelines, ban policy and terms and conditions;
Quality & Accuracy: Maintain a high level of accuracy and consistency in decision-making to ensure fairness across the platform;
SLA Management: Efficiently manage a queue of pending cases to ensure timely resolutions and a safe environment for the community;
Escalation: Identify and escalate complex or ambiguous cases to senior team members or leads when they fall outside standard policy parameters.

Requirements

Education: High school diploma or equivalent is required. A degree in Communication or related field is a plus but not mandatory;
Language Proficiency: Professional fluency in English (both written and verbal) is essential, as you will be interpreting English-language chat logs, voice communication and documenting cases;
Gaming Familiarity: A solid understanding of competitive gaming environments (preferably titles like CS2) and an awareness of common "toxic" behaviors or multiple accounts patterns;
Technical Literacy: Proficiency with standard office software (Google Workspace, Zendesk) and the ability to quickly learn internal moderation tools and dashboards;
Availability: Ability to work flexible hours, including weekends or evening shifts, as community activity often peaks outside of standard business hours;
Conflict Resolution: Experience in customer service, community volunteering, or peer-to-peer support is highly valued, even if it was in a non-gaming environment.

Nice to have

Multilingual (beyond English);
Previous experience as a volunteer moderator for a Discord server, Game or Twitch channel;
Basic understanding of anti-cheat mechanisms or "toxic behavior" trends in the current gaming landscape.

Additional information

Occasional travel to the UK/European Union for team workshops.

Firmly rooted in our values, EFG is an affirmative action employer that celebrates being an equal opportunity workplace. Our unwavering commitment to fair employment extends to all individuals, regardless of their race, color, ancestry, religion, sex, national origin, age, sexual orientation, disability, citizenship, marital status, gender identity, or Veteran status.