Keywords Studios

Customer Support Shift Lead (Chinese/English Proficient)

Taiwan

Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Video Games, Player Engagement, Customer ServiceIndustries

Requirements

Candidates must possess business-level English proficiency and native-level Chinese proficiency. A minimum of 3 years of customer support experience is required, along with the ability to work shifts. Preferred qualifications include prior experience as a Shift Lead or in a similar customer service role, the ability to quickly learn game knowledge and develop training processes, experience managing multiple projects, strong leadership and communication skills, presentation and reporting abilities, and experience with stakeholder management and customer interactions.

Responsibilities

The Customer Support Shift Lead will oversee daily agent performance, provide guidance and feedback to team members, and assist with training and inquiries. They will be responsible for executing quality control tasks, resolving technical issues, maintaining equipment, and ensuring safety standards. This role involves acting as a liaison between clients and the Keywords team, clearly communicating project details to agents, and handling mass responses when necessary. The Shift Lead will also conduct audits on macros and knowledge base materials, manage priorities based on project volume, and complete daily ticket management tasks.

Skills

Customer Support
Leadership
Coaching
Technical Support
IT Troubleshooting
Communication
Quality Control
Auditing
Chinese
English

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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