Customer Support Team Lead
Clipboard Health$90,000 - $110,000/year
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Gaming, Customer ServiceIndustries
Position Overview
- Location Type: Remote
- Employment Type: Contract
- Salary: Not specified
- Description: Keywords Studios is seeking a Player Engagement Team Lead to manage and support client projects, bridging the gap between Keywords Studios and its clients. This role involves leading teams, ensuring smooth operations, and providing critical support to gaming studios. The team lead will be responsible for scheduling, task management, and ensuring client requirements are met.
Requirements
- Language Skills:
- Native level Japanese (JLPT N1 or above)
- Business level English skills
- Experience:
- Over 2 years of experience in customer support
- Shift lead or similar mentorship role
- Technical Skills:
- Familiarity with Zendesk
- Other Skills:
- Ability to multitask and prioritize efficiently
- Ability to work well under pressure
- Flexibility in Shift Schedule
Responsibilities
- Leadership & Team Management:
- Manage, set goals, and lead teams of specialists (local and remote).
- Proactively address project issues with teams and Project Manager.
- Uphold studio policy, process, and security standards.
- Maintain and update project-related knowledge bases.
- Serve as an escalation point for client’s customer issues.
- Train, coach shift leads.
- Conduct weekly one-on-one coaching sessions.
- Provide appropriate positive recognition and disciplinary warnings.
- Manage vacation requests, monitor attendance, and address lateness or absences.
- Analytics & Reporting:
- 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.
- Ability to read/interpret reports.
- Communication:
- Maintain awareness of project status and provide regular reports to Operations Manager.
- Conduct regular quality control checks, identifying coaching opportunities.
- Business Development:
- Develop training materials and assist in identifying areas for training material enhancement.
Application Instructions
- Not specified. (Contact Keywords Studios directly for application details.)
Company Information
- Company: Keywords Studios
- Mission: To reshape how players interact with their favorite games.
- Global Presence: Over 12,000 professionals in 70+ studios across 26 countries.
- Service Lines: Offers a wide range of solutions including art, audio, testing, localization, and Player Engagement.
Skills
Customer Support
Team Leadership
Zendesk
Multitasking
Pressure Management
Shift Flexibility
Japanese (JLPT N1 or above)
English (Business level)
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