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
Video Games, Customer Support, Community Management, Trust & SafetyIndustries
Position Overview
- Location Type: Remote
- Employment Type: Contract
- Salary: Not specified
- Job Type: Team Lead
Keywords Studios is seeking a Player Engagement Team Lead to manage and support client projects. This role involves leading teams, ensuring project success, and acting as a key point of contact for clients. The team provides technical support, community management, and trust & safety services for game developers and publishers.
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:
- Flexibility in Shift Schedule
Responsibilities
- Leadership & Management:
- Manage, set goals, and lead teams of specialists (both local and remote).
- Proactively address project issues with teams and Project Manager to prevent disruptions.
- Uphold studio policy, process, and security standards.
- Ensure that project-related knowledge bases are up-to-date.
- Serve as an escalation point for client's customer issues.
- Train, coach shift leads, and 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 within project processes.
- Business Development:
- Develop training materials and assist in identifying areas for training material enhancement.
Company Information
Keywords Studios is a global company with over 12,000 professionals in 70+ studios across 26 countries. They provide a wide range of solutions to video game developers and publishers, including art, audio, testing, localization, and Player Engagement. Player Engagement focuses on technical support, community management, and trust & safety services.
Application Instructions
- Not specified in the provided text.
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.
London, United KingdomHeadquarters
1998Year Founded
$487.8MTotal Funding
IPOCompany Stage
Consumer Software, Entertainment, GamingIndustries
5,001-10,000Employees