カスタマーサポート チームリード

About Us

• Since 1998, we have grown into a global team of over 12,000 professionals in studios across 26 countries and over 70 locations, with a mission to redefine how players engage with their favorite games.
• We consistently provide a wide range of solutions to video game developers and publishers, from art and audio to game testing, localization, and one of our fastest-growing service lines, Player Engagement.
• In Player Engagement, we offer technical support, community management, and trust & safety services to a wide range of clients, from AAA titles to indie studios in the gaming industry.
• Join us in our mission to build engaging communities for players and deliver exceptional experiences together! 🎮🔥

Job Description

As a Team Lead in the Player Engagement division, you will play a crucial role as a bridge between our company and our valued clients, leading projects to success. You will be responsible for important tasks and manage projects to ensure they proceed smoothly and efficiently. One of the key missions of a Team Lead is to guide and motivate the team, provide coaching and training, and create schedules and execute tasks based on client requests. 🚀🔥

Leadership Responsibilities

• Manage teams of specialists, both in-person and remote, of various sizes, setting goals and guiding them towards achievement.
• Proactively address project issues with the team and operations managers to ensure project continuity.
• Adhere to studio policies, processes, and security standards, and ensure project-related knowledge bases are up-to-date.
• Serve as the escalation point for client customer support issues.
• Guide shift leads and conduct weekly one-on-one coaching sessions.
• Manage leave requests, monitor attendance, and address lateness or absences.

Analytical Responsibilities

• Monitor and manage the ticket database to ensure project KPIs and SLAs are met.
• Regularly review daily reports to identify and resolve anomalies.
• Create CRM and tool views to enhance visibility and reporting.
• Gain a thorough understanding of player support tools and processes, key support metrics, and how to adapt them.
• Possess the ability to interpret reports.

Communication Responsibilities

• Stay informed about project status and provide regular reports to the Operations Manager.
• Conduct regular quality control checks and provide coaching opportunities within project processes.

Business Responsibilities

• Create CRM and tool views to enhance visibility and reporting.
• Develop training materials and support the identification of areas for improvement in training materials.

Requirements

• Excellent Japanese proficiency (JLPT N1 or higher) and business-level English proficiency.
• Customer support experience.
• Ability to work shifts, including weekends and holidays.

Preferred Qualifications

• Ability to multitask and prioritize tasks efficiently.
• Excellent leadership skills, decision-making abilities, and the capacity to lead by example, encouraging others to maintain high standards of accuracy.
• Conflict management skills and the ability to provide constructive feedback.
• Understanding and adherence to deadlines.
• Exceptional attention to detail and accuracy, with proactive, innovative, and analytical skills.
• Ability to evaluate talent and identify potential.
• Familiarity with Helpshift, Zendesk, or other inquiry platforms, and Google Suite.

Benefits

• Employment Type: Fixed term contract (契約社員)
• Commuting Allowance: Up to ¥30,000/Month
• Work from home allowance: Up to ¥10,000/Month
• Social Insurance: Full Shakai Hoken (Health Insurance, Pension Insurance, Employment Insurance, Workers' Compensation Insurance)
• Paid Annual Leave
• Sick Leave
• Employee Assistant Program
• Language Program (Japanese/English lesson support, qualification acquisition support)
• Employee Share Purchase Plan (ESPP)
• Referral program
• Medical check-up (once a year)
• Company Events (Numerous offline events such as cherry blossom viewing, BBQ, year-end parties, etc. 🎉)

Working Hours and Days Off

• Working Hours: 8 hours of work per day with a 1-hour break.
• Days Off: 2 days off per week based on shift schedule, plus national holidays.
• Schedule: Shift-based, including weekends (5 days a week), 8 working hours per day.
• Holidays: 2 days off per week (based on shift), national holidays.

Additional Details

• Employment Type: contract
• Workplace: remote
• Language: en
• Department: Player Support
• Published: 2025-08-14
• Remote: Yes

Other

Our recruitment team will conduct the full online recruitment process. We look forward to your applications!

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