Customer Support Team Lead

Keywords Studios

1d•Remote

About The Position

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥 Role overview As the Player Engagement Team Lead, you will play a very important role in ensuring the success of our projects, being the bridge between Keywords Studios and our valued clients. You will be in charge of critical tasks, ensuring that everything runs smoothly and efficiently. One important part of your mission would be to lead, motivate, coach and train teams as well as creating schedules and performing tasks based on the clients’ requirements. 🚀🔥

Requirements

Business level Japanese and English language skills.
Experience in Customer Support
Flexibility in Shift Schedule.

Nice To Haves

Ability to multitask and prioritize efficiently; work well under pressure and be flexible to change
Strong leadership skills and decision-making abilities; power to lead by example, encouraging others to keep a high standard of accuracy
Conflict management skills and providing constructive feedback
Ability to understand and meet deadlines
Self-motivation, innovative and analytical skills with strong attention to detail and accuracy
Ability to evaluate personnel and identify talent
Familiarity with Helpshift, Zendesk or other ticketing platforms, Google suite
Flexibility with working weekends

Responsibilities

Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote.
Proactively address project issues with teams and Project Manager to prevent disruptions.
Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date.
Serve as an escalation point for client's customer issues.
Train, coach shift leads, and conduct weekly one-on-one coaching sessions.
Provide appropriate positive recognition and disciplinary warnings.
Manage vacation requests, monitor attendance, and address lateness or absences.
Monitor and manage ticket databases to ensure project KPIs and SLAs are met.
Regularly review daily reports to identify and resolve anomalies.
Create CRM/tool views for enhanced visibility and reporting.
Maintain awareness of project status and provide regular reports to Operations Manager.
Conduct regular quality control checks, identifying coaching opportunities within project processes.
Create CRM/tool views for enhanced visibility and reporting.
Develop training materials and assist in identifying areas for training material enhancement.

Benefits

Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation)
Annual Leave
Congratulation or Condolence leave
Special Leave
Employee Referral Program
Language Program
Numerous internal social events
Casual dress and hairstyle
No smoking in workspace (designated smoking room available)
Employee Assistance Program (professional consultation/mental health support program)
Relo Club Program (employee benefit program)
Commuting Allowance (up to 30,000 yen per month, based on the number of days spent in the office)
Telecommuting Allowance (Based on company regulations)