Customer Support Team Lead - Remote

Position Overview

• Location Type: Remote
• Employment Type: Contract
• Salary: Not specified
• Description: Keywords Studios is seeking a Player Engagement Team Lead to manage, motivate, and train teams, ensuring the success of client projects. This role involves bridging communication between Keywords Studios and clients, overseeing critical tasks, and maintaining project efficiency. The role focuses on leadership, team management, and client support.

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 & 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.

Company Information

Keywords Studios is a global company with over 12,000 professionals in 70+ studios across 26 countries. They provide 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 job description.