Player Engagement Team Lead

Employment Type: Contract Location Type: Remote Salary: Not specified

Company Overview

Since 1998, Keywords Studios has been on a mission to reshape how players interact with their favorite games. We have grown into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We offer a wide range of solutions to video game developers and publishers, including art, audio, testing, localization, and Player Engagement. Player Engagement provides technical support, community management, and trust & safety services for AAA and Indie studios in the gaming industry. Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role Overview

As the Player Engagement Team Lead, you will play a crucial role in ensuring the success of our projects, acting as the bridge between Keywords Studios and our valued clients. You will be responsible for critical tasks, ensuring everything runs smoothly and efficiently. A key part of your mission will be to lead, motivate, coach, and train teams, as well as create schedules and perform tasks based on client requirements. 🚀🔥

What We Are Looking For

Leadership:

• Manage, set goals, and lead teams of specialists of varied sizes, both locally and remotely.
• Proactively address project issues with teams and the Project Manager to prevent disruptions.
• Uphold studio policy, process, and security standards, and ensure project-related knowledge bases are up-to-date.
• Serve as an escalation point for client customer issues.
• Train and 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:

• 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.
• Good understanding of Player Support tools and processes, key support metrics, and how to apply them.
• Ability to read and interpret reports.

Communication:

• Maintain awareness of project status and provide regular reports to the Operations Manager.
• Conduct regular quality control checks, identifying coaching opportunities within project processes.

Business:

• Create CRM/tool views for enhanced visibility and reporting.
• Develop training materials and assist in identifying areas for training material enhancement.

Requirements:

• Native level Japanese (JLPT N1 or above) and excellent English skills.
• Experience in Customer Support.
• Flexibility in Shift Schedule.

You'd be a great fit for this role if you have:

• Ability to multitask and prioritize efficiently; work well under pressure and be flexible to change.
• Strong leadership skills and decision-making abilities; power to lead by example, encouraging others to maintain a high standard of accuracy.
• Conflict management skills and ability to provide constructive feedback.
• Ability to understand and meet deadlines.
• Self-motivation, innovative and analytical skills with strong attention to detail and accuracy.
• Ability to evaluate personnel and identify talent.
• Familiarity with Helpshift, Zendesk, or other ticketing platforms, and Google Suite.
• Flexibility with working weekends.

Application Instructions

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as possible to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

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当社について (About Us)

1998年以来、私たちはゲームプレイヤーが、彼らの大好きなゲームと向き合う方法を再構築することをミッションとし、26か国70か所以上のスタジオに12,000人以上のプロフェッショナルを擁するグローバルチームに成長しました。私たちは、アート、オーディオから、ゲームテスト、ローカライゼーション、そして当社で最も急成長しているサービスラインであるプレイヤーエンゲージメントまで、ビデオゲーム開発者やパブリッシャーに幅広いソリューションを提供しています。プレイヤーエンゲージメントは、ゲーム業界の幅広いAAAおよびインディースタジオに、テクニカルサポート、コミュニティマネジメント、そしてトラスト＆セーフティサービスを提供しています。魅力的なプレイヤーコミュニティを構築し、卓越した体験を提供するという私たちのミッションに参加しませんか！🎮🔥