[Remote] Customer Support Shift Lead (Chinese/English Proficient) at Keywords Studios

Taiwan

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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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