Customer Support Team Lead
Clipboard Health$90,000 - $110,000/year
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Video Games & Interactive EntertainmentIndustries
Position Overview
- Location Type: Remote
- Employment Type: Contract
- Role: Shift Lead
- Brief Description: As a Shift Lead, you will be responsible for the smooth and effective operations during your shift. You'll troubleshoot technical issues with IT, offer assistance and coaching to new team members, and bridge the gap between agents and Team Leads. Your goal is to provide immediate assistance, direction and feedback to the team, contributing to the overall success of the project.
Requirements
- Excellent English Skills: Required
- Leadership Expertise: Ability to interpret trends, spot hot issues, summarize, and provide basic project suggestions.
- Leading by Example and Conflict Management Skills: Required
- Excellent Communication Skills: Required
- Ability to Read Analytics and Metric Data: Required
- Advanced Knowledge of Excel/Google Spreadsheet (Plus): A plus
- Ability to Work Under Pressure in a Fast-Paced Environment: Required
- Flexibility and Proactivity: Required
Responsibilities
- Oversee Agents' Daily Performance: Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment.
- Support Training, Coaching, and Inquiries: Assist both new and existing team members.
- Execute QC Tasks: Resolve technical issues, maintain equipment, and ensure safety standards.
- Serve as a Liaison Between Clients and Keywords Team: Address complex issues and disseminate project details clearly.
- Conduct Ongoing Audits on Macros and Knowledge Base Materials: Analyze and improve documentation.
- Handle Mass Responses When Necessary: Manage large volumes of communication.
- Manage Ticket Volume: Adapt priorities based on project queue changes to align with client needs.
- Complete Daily Tasks: Including ticket management.
Application Instructions
- (Information missing - No specific instructions provided in the job description.)
Company Information
Keywords Studios has been reshaping how players interact with their favorite games since 1998. We are a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We offer solutions to video game developers and publishers, including art, audio, testing, localization, and Player Engagement. Player Engagement provides technical support, community management, and trust & safety services. 🎮🔥
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.
London, United KingdomHeadquarters
1998Year Founded
$487.8MTotal Funding
IPOCompany Stage
Consumer Software, Entertainment, GamingIndustries
5,001-10,000Employees