Established over 20 years ago, Keywords Player Support is one of Keywords Studios' fastest growing Service Lines, dedicated to offering the best customer service in the games industry. We're Pioneers and Leaders, always looking to allow equally awesome people a way into the premier international space of gaming companies and publishers. We help the world's greatest game development studios provide technical assistance to their players, while they work hard to develop stunning game experiences, including MMOs, AAA blockbusters, indie gems and mobile hits. Keywords' Trust & Safety team is all about fun, safety and care. Currently we are looking for a Game Champion that will act as a subject matter expert to make sure gamers, communities and the gaming companies you admire the most are protected from unwanted or not suitable content like harassment, sexual connotations, unnecessary violence nor racism. Your job saves lives. We all know what a toxic environment looks like online. Your role will help prevent toxic content from reaching others, protecting them from being harassed, bullied or encouraged to hurt themselves. While only 2-6% of the content we moderate is unwanted content, you might be exposed to it. Keywords Studios is working every day to make sure exposure to unwanted content is as limited as possible, the same way we make sure we have many different tools available for you in case you need support to work through it. As a Trust&Safety Game Champion, your responsibilities include cooperating with the client and other strategic partners in the creation and standardization of processes with the aim of enhancing and optimizing the Player's experience. We are looking for someone who researches and reports to the client recurring game behaviors that may affect the gamer to find quick solutions and improve the community's experience. If you are able to Analyze, report and research relevant information about the games and workflow to ensure assertive communication between the client and the player, you are the right person.

• Take personal ownership of Player requests escalated by Superheroes and maintain accountability for follow-through Client channels.
• Escalate critical customer well-being issues as well as any issue beyond the scope of the Client's acquired skills in a timely manner.
• Serve as the primary escalation path to handle extremely complex issues between Client and Trust & Safety.
• Demonstrate knowledge, understanding, and ability to effectively create / train / perform helpful material and workshops for the team.
• Maintain subject matter expert level of knowledge in one or more key areas of TS operations.
• Act and perform in a senior role as directed by T&S leadership ensuring daily communication with Client's Devs.
• Assist agents and T&S Leads in coaching, auditing, and spot checking team members with a strong focus on team member growth, tags utilization, efficiency, and customer satisfaction.
• Provide recommendations for improved workflow and service based on investigation, expertise and Client's needs.
• Participate in service-oriented, business impacting projects as directed by managers.
• Participate in process improvement initiatives as assigned.
• Generate reports and organize workshops as needed to Clients and T&S Management.
• Address player contacts received by peers to development teams.
• Perform other duties as assigned.

Mandatory experience managing or moderating an online community, either professionally or in your spare time (an asset)
• Demonstrates ability to work independently with minimal direction
• Organizational skills to manage multiple channels of support and multiple requests concurrently
• Good knowledge of the MS Office Suite
• Problem solving mind with a strong critical thinking and decision-making skills
• Strong written and verbal communication skills
• Ability to multitask and prioritize efficiently
• Amenable to work a shifting schedule
• Good time management skills
• Strong interpersonal skills
• Accountable and responsible
• Agile and open to change
• Self-motivated, innovative and analytical with strong attention to detail and accuracy

カスタマサポート又はモデレーターとしての業務経験
• ネイティブレベルの日本語およびビズネスレベル以上の英語スキルをお持ちの方(目安:TOEIC700)
• 基本的なPCスキルをお持ちの方(Excel、Word、メール対応等)
• ゲームやSNSに興味・関心をお持ちの方
• 弊社オフィス(東京都杉並区)にて勤務が可能な方

雇用形態:契約社員
• 社会保険完備
• 時間外手当支給
• 交通費支給(月額 3 万円を上限とし、オフィスへの出社日数に応じて実費支給)
• 健康診断(年1回)
• インフルエンザ予防接種補助
• 従業員アシスタントプログラム
• 従業員持ち株会
• 社員紹介制度
• 語学プログラム(日本語/英語のレッスンサポート、資格取得サポート)
• 社内イベント(お花見、BBQ、忘年会などオフラインでのイベントも多数 )

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