Customer Support Team Lead - Internal Job Posting

Suginami City, Tokyo, Japan

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Not SpecifiedCompensation

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

InternshipJob Type

UnknownVisa

Video Games, Gaming, Customer EngagementIndustries

Requirements

Candidates must possess over 2 years of experience in player support or customer support, with business-level Japanese and English language skills. Essential qualifications include the ability to multitask, prioritize efficiently, and work well under pressure with flexibility. Strong leadership, decision-making, conflict management, and analytical skills are required, along with familiarity with ticketing platforms like Helpshift or Zendesk and Google Suite. The role also requires the ability to evaluate personnel, identify talent, meet deadlines, and a willingness to work weekends.

Responsibilities

The Player Engagement Team Lead will lead, motivate, coach, and train teams of specialists, creating schedules and performing tasks according to client requirements. Responsibilities include serving as an escalation point for customer issues, conducting quality control checks, and providing constructive feedback. The role involves monitoring ticket databases to ensure project KPIs and SLAs are met, reviewing reports to identify anomalies, and creating CRM/tool views for enhanced visibility. Additionally, the Team Lead will develop training materials, maintain up-to-date knowledge bases, and uphold studio policies and security standards.

Skills

Customer Support

Team Leadership

Coaching

Training

Client Relations

Project Management

Ticket Management

KPI Monitoring

SLA 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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