Customer Support Shift Lead (Chinese/English Proficient)

About Us

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry. Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role Overview

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. 🚀🔥

What We're Looking For

Our PS Shift Lead has a knack for the following skills:

Leadership

• Oversee agents' daily performance, ensuring effective feedback.
• Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment.
• Support training, coaching, and inquiries for both new and existing team members.
• Execute QC tasks, resolve technical issues, maintain equipment, and ensure safety standards.

Communication

• Serve as a liaison between clients and the Keywords team, addressing complex issues.
• Disseminate project details clearly to agents, ensuring current and accurate information.
• Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment.

Analytics

• Conduct ongoing audits on macros and knowledge base materials.
• Handle mass responses when necessary.
• Good time/project management skills (plan recurring work, pick the right priorities).
• Understanding quality (accuracy, correctness, empathy, balance with productivity).
• Knowing what makes a good ticket.

Business

• Adapt priorities based on project queue volume changes to align with client needs.
• Complete daily tasks, including ticket management.
• Knowledge of advanced functionalities of CRM tools is an asset.

Ideal Candidate Profile

You are an ideal candidate for this position if you have:

• Excellent English and Mandarin Chinese skills.
• Leadership expertise – ability to interpret trends, spot hot issues, summarize, provide basic project suggestions.
• Leading by example and conflict management skills.
• Excellent communication skills.
• Ability to read analytics and metric data.
• Advanced knowledge of Excel/Google Spreadsheet is a plus.
• Ability to work under pressure in a fast-paced environment.
• Flexibility, proactivity.

Requirements

• Business level proficiency in English
• Native proficiency in Chinese
• 3 years of experience in customer support
• Open to shift-based work

Additionally, best to have:

• Related experience as a Shift Lead, or any agent role under Customer Service or Player Engagement.
• Ability to quickly absorb game knowledge and develop internal training processes.
• Experience managing multiple projects simultaneously.
• Strong leadership and communication skills.
• Ability to create presentations and reports.
• Experience in stakeholder management and customer interactions is a plus.

Benefits

• WFH Internet Subsidy: TWD1,000/Month
• Full Statutory Insurances and Pension Program
• Paid Annual Leave
• Sick Leave
• Employee Assistant Program
• Referral Program
• Annual Health Check-up
• Company Events

Working Hours and Days Off

• Working hours: 8 hours