Player Engagement Team Lead

Position Overview

Since 1998, Keywords Studios has been dedicated to reshaping how players interact with their favorite games. We have grown into a global team of over 12,000 professionals across 70+ studios in 26 countries. We provide a wide range of solutions to video game developers and publishers, including art, audio, testing, localization, and Player Engagement. Our Player Engagement service line is one of the fastest-growing at Keywords Studios, offering technical support, community management, and trust & safety services for AAA and indie studios. Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

As the Player Engagement Team Lead, you will play a crucial role in ensuring project success by acting as the bridge between Keywords Studios and our clients. You will be responsible for critical tasks to ensure smooth and efficient operations. Your mission will include leading, motivating, coaching, and training teams, as well as creating schedules and performing tasks according to client requirements. 🚀🔥

What We Are Looking For:

Leadership

• Manage, set goals, and lead teams of specialists of various 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, ensuring 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.
• Possess a 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:

• Excellent English skills (verbal and written).
• Experience in Customer Support.
• 1 year of experience as a Shift Lead is preferred.
• Skills with mobile games are a plus but not required.
• 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 the 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.

Please be advised that this position requires the successful applicants to be able to effectively communicate in English (both verbally and in writing). This is due to the position requiring constant communication with clients and team members outside of the province of Quebec.

Company Information

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries. We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

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