[Remote] Customer Support Team Lead - Gaming at Keywords Studios

Suginami City, Tokyo, Japan

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Not SpecifiedCompensation

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

Part TimeJob Type

UnknownVisa

Gaming, Video Game Development, Player EngagementIndustries

Requirements

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.

Responsibilities

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.

Skills

Customer Support

Team Leadership

Coaching

Training

Client Relations

Project Management

KPI Monitoring

SLA Management

Ticket Management

Community Management

Trust & Safety

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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