Keywords Studios

カスタマーサポート シフトリード

Suginami City, Tokyo, Japan

Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
InternshipJob Type
UnknownVisa
Gaming, Customer ServiceIndustries

Requirements

Candidates must possess excellent Japanese language skills (JLPT N1 or higher) and business-level English proficiency. Previous customer support experience is required, along with the ability to work in a shift-based schedule including weekends. Preferred qualifications include strong multitasking and prioritization skills, excellent leadership, decision-making abilities, and the capacity to set high standards for accuracy. Conflict management skills and the ability to provide constructive feedback are also valued, as is a strong understanding of deadlines and attention to detail. Familiarity with CRM tools like Helpshift or Zendesk and Google Suite is a plus.

Responsibilities

As a team lead in Player Engagement, you will bridge communication between the company and clients, ensuring project success by managing tasks and overseeing smooth operations. Your role involves leading, motivating, coaching, and training team members, creating schedules, and executing tasks based on client needs. You will supervise daily agent performance, provide guidance, and foster a positive work environment. Responsibilities also include conducting quality control, resolving technical issues, maintaining equipment, and ensuring safety standards. You will audit macros and knowledge base materials, perform mass responses when necessary, and manage ticket queues. Additionally, you will act as a liaison for complex issues, clearly communicate project details to agents, and adapt priorities based on changing queue volumes to meet client demands. Creating CRM and tool views to enhance visibility and reporting is also part of the job.

Skills

Customer Support
Leadership
Coaching
Training
Quality Assurance
Technical Support
Community Management
Conflict Management
Time Management
Project Management
Communication
Analysis
Helpshift
Zendesk
Google Suite
Japanese (JLPT N1+)
English (Business Level)

Keywords Studios

Comprehensive service provider for video games

About Keywords Studios

Keywords Studios provides a wide range of services for the video games industry, supporting the entire lifecycle of game development. Their offerings include game-ready art, marketing, game development, functional and localization testing, text and audio localization, casting, audio post-production, community management, player support, and content moderation. The company utilizes proprietary technology to enhance its end-to-end platform, allowing clients to effectively bring their game concepts to life. Unlike many competitors, Keywords Studios focuses on delivering customized solutions that cater to the specific needs and budgets of their clients. The goal of Keywords Studios is to assist game developers and publishers in creating engaging digital content that entertains, connects, and educates players.

London, United KingdomHeadquarters
1998Year Founded
$487.8MTotal Funding
IPOCompany Stage
Consumer Software, Entertainment, GamingIndustries
5,001-10,000Employees

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Unlimited Paid Time Off
Paid Vacation
401(k) Company Match
401(k) Retirement Plan
Flexible Work Hours
Company Equity

Risks

Increased competition may impact Keywords Studios' market share in the gaming industry.
Integration of acquired companies could pose operational challenges and affect service quality.
Reliance on major clients like Microsoft may lead to revenue volatility.

Differentiation

Keywords Studios offers end-to-end services for the entire game development lifecycle.
The company has a global presence with over 13,000 professionals in 25+ countries.
Proprietary technology enhances Keywords Studios' platform for digital content creation.

Upsides

Acquisition of Certain Affinity expands Keywords Studios' AAA game development capabilities.
Integration with Microsoft's Community Sift boosts AI-enabled content moderation services.
Private equity interest indicates strong market confidence and strategic growth potential.

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