カスタマーサポート シフトリード

About Us

• Since 1998, we have grown into a global team of over 12,000 professionals across more than 70 studios in 26 countries, with a mission to rebuild the way 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 player engagement, one of our fastest-growing service lines.
• In player engagement, we offer technical support, community management, and trust & safety services for a wide range of clients, from AAA titles in the gaming industry to indie studios.
• Join us in our mission to build engaging communities and deliver exceptional experiences for players!

Job Description

As a Team Lead in the Player Engagement department, you will play a crucial role in bridging the gap between our company and our valued clients, leading projects to success. You will be responsible for key tasks and manage projects to ensure they run 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

• Oversee the daily work performance of agents and provide effective feedback.
• Provide guidance and feedback to agents during shifts, fostering and maintaining a positive work environment.
• Support training, coaching, and answering questions for new and existing team members.
• Conduct quality control (QC) operations, resolve technical issues, maintain equipment, and adhere to safety standards.

Analytical Responsibilities

• Conduct ongoing audits of macros and knowledge base materials.
• Perform mass responses as needed.
• Possess excellent time management and project management skills (able to plan regular tasks and select appropriate priorities).
• Understand quality (balance accuracy, appropriateness, empathy, and productivity). Understand what constitutes a good ticket.

Communication Responsibilities

• Act as a liaison between clients and Keywords teams, handling complex issues.
• Clearly communicate project details to agents, ensuring they have up-to-date and accurate information.
• Provide guidance and feedback to agents during shifts, fostering and maintaining a positive work environment.

Business Responsibilities

• Flexibly adjust priorities based on changes in project queue volume to meet client needs.
• Perform daily tasks, including ticket management.
• Create CRM and tool views to enhance visibility and reporting.

Requirements

Must-Have Requirements

• Excellent Japanese language skills (JLPT N1 or above) and English language skills (business level).
• Customer support experience.
• Ability to work in a shift system, including weekends.

Preferred Qualifications

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

Benefits

• Fixed-term contract (契約社員)
• Commuting Allowance: Up to ¥30,000/Month (actual expenses paid based on the number of days commuting to the office, up to a monthly limit of ¥30,000)
• Work from home allowance: Up to ¥10,000/Month
• Social Insurance: Full Shakai Hoken (Health Insurance, Employees' Pension, Employment Insurance, Workers' Accident Insurance)
• Paid Annual Leave
• Sick Leave
• Employee Assistant Program
• Language Program (support for Japanese/English lessons, qualification acquisition support)
• 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 system including weekends (5 days a week), 8 hours of actual work per day.

Additional Details

• Employment Type: Contract
• Workplace: Remote
• Language: English
• Department: Player Support
• Published: 2025-08-14
• Remote: Yes

Privacy Agreement

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at [link removed].