Keywords Studios

Customer Support Team Lead - Remote

Suginami City, Tokyo, Japan

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Video Games, Customer Support, Community Management, Trust & SafetyIndustries

Requirements

Candidates must possess native-level Japanese (JLPT N1 or above) and business-level English skills, along with over two years of experience in customer support and a shift lead or similar mentorship role, demonstrating flexibility in shift schedules and familiarity with Zendesk.

Responsibilities

As the Customer Support Team Lead, responsibilities include managing, setting goals, and leading teams of specialists, both locally and remotely, proactively addressing project issues, upholding studio policy and standards, serving as an escalation point for client issues, training and coaching team members, managing vacation requests and attendance, monitoring ticket databases to meet KPIs and SLAs, reviewing daily reports, creating CRM/tool views, developing training materials, and providing regular reports to the Operations Manager.

Skills

Japanese
English
Customer Support
Zendesk
Leadership
Team Management
Project Management
Reporting
Coaching
Communication

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.

Key Metrics

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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