Customer Support Team Lead (Chinese/English Proficient)

Taiwan

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Video Games, Player Engagement, Customer SupportIndustries

Requirements

Candidates must possess business-level English proficiency and native-level Chinese proficiency, with a minimum of 3 years of experience in customer support. The role requires flexibility for shift-based work, including weekends, and familiarity with ticketing platforms like Helpshift or Zendesk, as well as Google Suite. Strong leadership, decision-making, conflict management, analytical skills, and the ability to multitask and meet deadlines under pressure are essential.

Responsibilities

The Customer Support Team Lead will manage, motivate, coach, and train teams of specialists, both locally and remotely, while ensuring project success and client satisfaction. Responsibilities include creating schedules, preventing project disruptions by addressing issues proactively, maintaining up-to-date knowledge bases, and serving as an escalation point for customer issues. The role also involves monitoring ticket databases to meet KPIs and SLAs, reviewing reports for anomalies, conducting quality control checks, developing training materials, and evaluating personnel performance.

Skills

Customer Support

Team Leadership

Coaching

Training

Client Relations

Project Management

KPI Monitoring

SLA Management

Ticket Management

English

Chinese

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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