Head of Customer Support
Common RoomSalary not specified
- Full Time
- Expert & Leadership (9+ years)
Not SpecifiedCompensation
Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
Video Game Services, Customer Support, Community ManagementIndustries
Requirements
Candidates must possess native-level proficiency in Traditional and Simplified Chinese, along with business-level English skills, and have over two years of experience in a team lead or similar role. They should demonstrate data-driven thinking, strong client communication skills, and the ability to multitask and prioritize efficiently, working well under pressure and being flexible to change. Strong leadership skills, decision-making abilities, conflict management skills, and the capacity to meet deadlines are also required, alongside self-motivation, innovation, analytical skills, and attention to detail. Familiarity with ticketing platforms such as Helpshift or Zendesk, and proficiency in the Google suite are essential, as well as flexibility with weekend work.
Responsibilities
As the Customer Support Team Lead, you will manage, set goals, and lead teams of specialists, proactively address project issues with teams and Project Managers to prevent disruptions, and uphold studio policy and security standards. You will serve as an escalation point for client's customer issues, train and coach shift leads, conduct weekly one-on-one coaching sessions, provide positive recognition, and address lateness or absences. You will 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, and develop training materials. Additionally, you will maintain awareness of project status and provide regular reports, conduct quality control checks, and understand and meet deadlines.
Skills
Team Leadership
Project Management
Customer Support
Community Management
Training and Coaching
Schedule Creation
Issue Resolution
Data Monitoring
KPI and SLA Management
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