Trust & Safety Lead, Player Support
thatgamecompanyFull Time
Junior (1 to 2 years)
Candidates must have native-level Japanese proficiency (JLPT N1 or above) and excellent English skills. Previous experience in customer support is required, along with flexibility in shift schedules, including weekends. Strong leadership, decision-making, conflict management, and analytical skills are essential, as is the ability to multitask, prioritize, work under pressure, and meet deadlines. Familiarity with ticketing platforms like Helpshift or Zendesk and Google Suite is also necessary.
The Player Engagement Team Lead will lead, motivate, coach, and train customer support teams, creating schedules and performing tasks according to client requirements. Responsibilities include upholding studio policies, processes, and security standards, maintaining knowledge bases, and serving as an escalation point for customer issues. The role involves monitoring ticket databases to meet KPIs and SLAs, reviewing reports to resolve anomalies, creating CRM/tool views for reporting, and developing training materials. Regular quality control checks and providing constructive feedback are also key duties.
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.