T&S Shift Lead (Internal Recruitment ONLY)

Mexico

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Video Games, Customer SupportIndustries

Job Description

Under the supervision of the Team Lead, the Senior Agent will supervise and advise about more complex aspects of the customer support agent role. The Senior Agent will act as an intermediary during communications between agents and their hierarchic superiors. The Senior Agent is an expert in customer support and is autonomous in its work. When the workload requires it, the Team Lead can rely on the Senior Agent to assist in different management tasks such as revision, validation, and internal communications and also team planning.

Responsibilities

To be involved in establishing the proper documentation for agents’ training
To communicate best practices to customer support agents
To assist the Team Lead in new customer support agents training
To offer mentoring to agents that are less familiar with a project/team
To help integrate new agents on a project
To assist the Team Lead in a wide range of administrative tasks when required
Submitting quality control reports
Creating customer support reports
Assisting agents setting-up their workstation
To support clients’ relations when required
To lead discussions on improving the service and the team wellness
To act as a filter and coordinate small requests
To answer small requests form customer support agents.

Requirements

Good knowledge of the MS Office Suite
Excellent proficiency in their first language (oral and written)
Really good proficiency of English language
Excellent communications skills
Ability to easily adapt in a constant evolution environment
High autonomy
Attention to details
Good time management skills
Easy to approach and sociable
Proactive and able to manage priorities
Strong interpersonal skills.

Work Experience Requirements

Experience in a customer support environment
Basic informatics skills
Passion for customer support
Knowledge of the video game business
Degree Minimum Diploma or relevant fields with 3 years of experience in a similar capacity

Additional Details

Employment Type:
Workplace: remote
Language: en
Department: Player Support
Published: 2025-08-04
Remote: Yes

Skills

Customer Support

MS Office Suite

English Language Proficiency

Communication Skills

Adaptability

Autonomy

Attention to Detail

Time Management

Interpersonal Skills

Proactive

Priority Management

Informatics Skills

Video Game Business Knowledge

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

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Unlimited Paid Time Off

Paid Vacation

401(k) Company Match

401(k) Retirement Plan

Flexible Work Hours

Company Equity

Risks

Increased competition may impact Keywords Studios' market share in the gaming industry.

Integration of acquired companies could pose operational challenges and affect service quality.

Reliance on major clients like Microsoft may lead to revenue volatility.

Differentiation

Keywords Studios offers end-to-end services for the entire game development lifecycle.

The company has a global presence with over 13,000 professionals in 25+ countries.

Proprietary technology enhances Keywords Studios' platform for digital content creation.

Upsides

Acquisition of Certain Affinity expands Keywords Studios' AAA game development capabilities.

Integration with Microsoft's Community Sift boosts AI-enabled content moderation services.

Private equity interest indicates strong market confidence and strategic growth potential.

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