We've been working on reshaping how players interact with their games since 1998. With a global team of over 12,000 professionals and 70+ studios in 26 countries, we've grown to be a leading provider of solutions for video game developers and publishers. Our Player Engagement service line provides technical support, community management, and trust & safety services for AAA and Indie studios.
As our Player Engagement Team Lead, you will play a key role in ensuring the success of our projects. You will be responsible for leading, motivating, and coaching teams, as well as creating schedules and performing tasks based on our clients' requirements. You will be the bridge between our company and our valued clients, ensuring that everything runs smoothly and efficiently.
Key Responsibilities:
- Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote.
- Proactively address project issues with teams and Project Manager to prevent disruptions.
- Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date.
- Serve as an escalation point for client's customer issues.
- Train, 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.
Key Skills:
- 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 keep a high standard of 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.
- Ability to evaluate personnel and identify talent.
- Familiarity with Helpshift, Zendesk or other ticketing platforms, Google suite.
Requirements:
- Native level Japanese (JLPT N1 or above) and excellent English skills.
- Experience in Customer Support.
- Flexibility in Shift Schedule.
Our Team
We are a global company with a diverse and inclusive team. We are committed to providing our employees with a positive and supportive work environment. We offer a range of benefits, including fixed term contracts, commuting allowance, work from home allowance, social insurance, paid annual leave, sick leave, employee assistant program, language program, employee share purchase plan, referral program, medical check-up, and 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.
Our recruitment team will conduct full online recruitment process. Looking forward to your applications. Privacy Agreement: By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.
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