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

Taiwan

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

GamingIndustries

Requirements

Business level proficiency in English
Native proficiency in Chinese
3 years of experience in customer support
Open to shift-based work
Related experience as a Shift Lead, or any agent role under Customer Service or Player Engagement (best to have)
Ability to quickly absorb game knowledge and develop internal training processes (best to have)
Experience managing multiple projects simultaneously (best to have)
Strong leadership and communication skills (best to have)
Ability to create presentations and reports (best to have)
Experience in stakeholder management and customer interactions (plus)

Responsibilities

Oversee agents' daily performance, ensuring effective feedback
Provide guidance and feedback to agents during shifts, fostering a positive work environment
Support training, coaching, and inquiries for new and existing team members
Execute QC tasks, resolve technical issues, maintain equipment, and ensure safety standards
Serve as a liaison between clients and the Keywords team, addressing complex issues
Disseminate project details clearly to agents, ensuring current and accurate information
Conduct ongoing audits on macros and knowledge base materials
Handle mass responses when necessary
Plan recurring work and pick the right priorities (good time/project management skills)
Adapt priorities based on project queue volume changes to align with client needs
Complete daily tasks, including ticket management
Troubleshoot technical issues with IT
Offer assistance and coaching to new team members
Bridge the gap between agents and Team Leads
Interpret trends, spot hot issues, summarize, and provide basic project suggestions

Skills

Chinese

English

Leadership

Communication

Analytics

Technical Troubleshooting

Quality Control

Coaching

Customer Support

Community 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

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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