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

Taiwan

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Not SpecifiedCompensation

Expert & Leadership (9+ 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
Ability to multitask and prioritize efficiently; work well under pressure and be flexible to change
Strong leadership skills and decision-making abilities; power to lead by example, encouraging others to keep a high standard of accuracy
Conflict management skills and providing constructive feedback
Ability to understand and meet deadlines
Self-motivation, innovative and analytical skills with strong attention to detail and accuracy
Ability to evaluate personnel and identify talent
Familiarity with Helpshift, Zendesk or other ticketing platforms, Google suite
Flexibility with working weekends

Responsibilities

Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote
Proactively address project issues with teams and Project Manager to prevent disruptions
Uphold studio policy, process, and security standards
Ensure that project-related knowledge bases are up-to-date
Serve as an escalation point for client's customer issues
Train, coach shift leads, and conduct weekly one-on-one coaching sessions
Provide appropriate positive recognition and disciplinary warnings
Manage vacation requests, monitor attendance, and address lateness or absences
Monitor and manage ticket databases to ensure project KPIs and SLAs are met
Regularly review daily reports to identify and resolve anomalies
Create CRM/tool views for enhanced visibility and reporting
Maintain awareness of project status and provide regular reports to Operations Manager
Conduct regular quality control checks, identifying coaching opportunities within project processes
Develop training materials and assist in identifying areas for training material enhancement

Skills

Team Leadership

Customer Support

Coaching

Training

Analytics

Ticket Management

KPIs

SLAs

Escalation Handling

Shift Scheduling

Community Management

Technical Support

Chinese Proficiency

English Proficiency

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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