Head of Customer Support
Common RoomSalary not specified
- Full Time
- Expert & Leadership (9+ years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Video Games & Interactive EntertainmentIndustries
Requirements
Candidates should possess excellent English skills, leadership expertise including the ability to interpret trends and spot hot issues, conflict management skills, and strong communication skills. Advanced knowledge of Excel or Google Sheets is a plus, along with the ability to work under pressure in a fast-paced environment and demonstrate flexibility and proactivity.
Responsibilities
As a Shift Lead, the candidate will oversee agents' daily performance, providing guidance and feedback during their shifts and fostering a positive work environment. They will support training, coaching, and inquiries for both new and existing team members, execute QC tasks, resolve technical issues, maintain equipment, and ensure safety standards. The role involves serving as a liaison between clients and the Keywords team, addressing complex issues and disseminating project details clearly. Additionally, the candidate will conduct ongoing audits on macros and knowledge base materials, handle mass responses when necessary, and adapt priorities based on project queue volume changes to align with client needs, completing daily tasks including ticket management.
Skills
English
Leadership
Conflict Management
Communication
Analytics
Excel
Google Spreadsheet
Technical Troubleshooting
Customer Service
Team Management
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.
Key Metrics
London, United KingdomHeadquarters
1998Year Founded
$487.8MTotal Funding
IPOCompany Stage
Consumer Software, Entertainment, GamingIndustries
5,001-10,000Employees