Description
We are a global team of 12,000+ professionals in over 70 studios across 26 countries, redefining how gamers interact with their favorite games since 1998. We provide a wide range of solutions to video game developers and publishers, from art and audio to testing, localization, and our fastest-growing Service Line: Player Engagement.
Player Engagement provides technical support, community management, and trust & safety services for AAA and indie studios in the gaming industry.
We're seeking an experienced Team Lead to join our Player Engagement department. As a key bridge between Keywords Studios and our valued clients, you will play a crucial role in ensuring project success.
The successful candidate will be responsible for leading, motivating, coaching, and training teams, as well as creating schedules and performing tasks based on client requirements.
Key responsibilities include:
- Managing teams of specialists, both locally and remotely
- Proactively addressing project issues with teams and project managers to prevent disruptions
- Upholding studio policy, process, and security standards, and ensuring project-related knowledge bases are up-to-date
- Serving as an escalation point for client customer issues
- Training, coaching shift leads, and conducting weekly one-on-one coaching sessions
- Managing vacation requests, monitoring attendance, and addressing lateness or absences
Requirements include:
- Native-level Japanese (JLPT N1 or above) and business-level English skills
- Experience in customer support
- 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 high accuracy
- Conflict management skills and providing constructive feedback
- Ability to understand and meet deadlines
- Self-motivation, innovative, and analytical skills with strong attention to detail and accuracy
- Familiarity with Helpshift, Zendesk, or other ticketing platforms, Google Suite
- Flexibility with working weekends
Benefits include:
- Fixed-term contract
- Commuting allowance up to ¥30,000/month
- Work-from-home allowance up to ¥10,000/month
- Social insurance: Full Shakai Hoken (health insurance, pension, employment insurance, labor insurance)
- Paid annual leave
- Sick leave
- Employee Assistant Program
- Language Program
- Employee Share Purchase Plan (ESPP)
- Referral program
- Medical check-up
- Company events
Working hours and days off:
- Working hours: 1 hour break and 8 hours of work
- Days off: 2 days off a week based on shift schedule, national holidays
Salary: Estimated salary is around ¥5,500,000 - ¥7,300,000 per annum, depending on experience.
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Tokyo Keywords Studios ContractDescription · We are a global team of 12,000+ professionals in over 70 studios across 26 countries, redefining how gamers interact with their favorite games since 1998. We provide a wide range of solutions to video game developers and publishers, from art and audio to testing, lo ...
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