Support Team Lead
Mercury- Full Time
- Junior (1 to 2 years)
Candidates must possess native-level Japanese (JLPT N1 or above) and business-level English skills, along with over two years of experience in customer support and a shift lead or similar mentorship role, demonstrating flexibility in shift schedules and familiarity with Zendesk.
As the Customer Support Team Lead, the individual will manage, set goals, and lead teams of specialists, proactively address project issues, uphold studio policies and standards, serve as an escalation point for client issues, train and coach team members, manage vacation requests, monitor attendance, and conduct quality control checks, providing regular reports and identifying coaching opportunities. They will also monitor ticket databases to ensure project KPIs and SLAs are met, review daily reports, create CRM/tool views for enhanced visibility, develop training materials, and assist in identifying training material enhancements.
Comprehensive service provider for video games
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.