Customer Support Shift Lead

1ヶ月前

Suginami, Tokyo Keywords Studios

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.

Join us in our mission to build engaging player communities and offer outstanding experiences
Role Overview
As a Shift Lead, you will be responsible for the smooth and effective operations during your shift. You'll troubleshoot technical issues with IT, offer assistance and coaching to new team members, and bridge the gap between agents and Team Leads. Your goal is to provide immediate assistance, direction and feedback to the team, contributing to the overall success of the project.

What are we looking for? Our Shift Lead has a knack for the following skills
Leadership:

  • Oversee agents' daily performance, ensuring effective feedback
  • Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment
  • Support training, coaching, and inquiries for both new and existing team members
  • Execute QC tasks, resolve technical issues, maintain equipment, and ensure safety standards

Communication:

  • Serve as a liaison between clients and the Keywords team, addressing complex issues
  • Disseminate project details clearly to agents, ensuring current and accurate information
  • Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment

Analytics

  • Conduct ongoing audits on macros and knowledge base materials
  • Handle mass responses when necessary
  • Good time/project management skills (plan recurring work, pick the right priorities)
  • Understanding quality (accuracy, correctness, empathy, balance with productivity). Knowing what makes a good ticket

Business:

  • Adapt priorities based on project queue volume changes to align with client needs
  • Complete daily tasks, including ticket management
  • Knowledge of advanced functionalities of CRM tools is an asset;

You are an ideal candidate for this position if you have:

  • Excellent English skills;
  • Leadership expertise - ability to interpret trends, spot hot issues, summarize, provide basic project suggestions;
  • Leading by example and conflict management skills;
  • Excellent communication skills;
  • Ability to read analytics and metric data. Advanced knowledge of Excel/Google Spreadsheet is a plus;
  • Ability to work under pressure in a fast-paced environment;
  • Flexibility, proactivity

What do we offer?
Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Requirements

  • Native Japanese & Business English level language skills
  • Over 1 year of experience in customer support
  • Additional requirements are added in the internal announcement

Additionally, Best To Have

  • Related experience as a leader, or any agent role under Player Engagement
  • Ability to quickly absorb game knowledge and develop internal training processes
  • Experience managing multiple projects simultaneously
  • Strong leadership and communication skills
  • Ability to create presentations and reports
  • Experience in stakeholder management and customer interactions is a plus

Benefits

  • Fixed term contract (契約社員)
  • Commuting Allowance : Up to ¥30,000/Month
  • Work from home allowance : Up to ¥10,000/Month
  • Social Insurance: Full Shakai Hoken(健康保険、厚生年金、雇用保険、労災保険)
  • Paid Annual Leave
  • Sick Leave
  • Employee Assistant Program
  • Language Program
  • Referral program
  • Medical check-up
  • Company Events

待遇・福利厚生

  • 雇用形態:契約社員
  • 社会保険完備
  • 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)
  • 在宅勤務手当(月額上限1万円)
  • 有給休暇
  • 傷病休暇
  • 従業員アシスタントプログラム
  • 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)
  • 社員紹介制度
  • 健康診断(年1回)
  • 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)

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

勤務スケジュールと休日

  • スケジュール:土日を含むシフト制(週5日勤務 )、実働8時間/日
  • 休日:週2日(シフトによる)、祝日

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

今回の応募において個人情報をお送りいただくと、弊社の求職者向けプライバシー通知に則り、ご自身の個人情報が収集、処理されることに同意したとみなされます。詳細につきましては、弊社の求職者向けプライバシー通知)をご確認ください。

  • Customer Support Shift Lead

    1ヶ月前

    Suginami, Tokyo Keywords Studios ￥6,235,000 - ￥8,410,000 per year

    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. · Join us in our ...

  • Customer Support Team Lead

    2ヶ月前

    Suginami City Keywords Studios Remote job￥720,000 - ￥1,080,000 per year

    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. Join us in our m ...

  • Customer Support Team Lead

    2ヶ月前

    Suginami, Tokyo Keywords Studios Remote job￥600,000 - ￥1,200,000 per year

    We're looking for a Customer Support Team Lead to join our Player Engagement team. As the bridge between Keywords Studios and our valued clients, you'll play a crucial role in ensuring project success. · ...

  • Japanese & English Customer Support Agent - Gaming

    2週間前

    Suginami City Keywords Studios

    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. Join us in our m ...

  • English & Japanese Customer Support Agent - Gaming

    2週間前

    Suginami, Tokyo Keywords Studios Remote job

    We are seeking a Player Support Agent to join our team in Tokyo Japan at Keywords Studios International Japan. · The ideal candidate will have mastery of C1-C2 level English language proficiency and JLPT N2 (B2) level or higher Japanese. · They must be able to work full-time incl ...

  • Sales Specialist

    3週間前

    Suginami, Tokyo Energy Job Search

    As a Sales Specialist at ABB you will be responsible for marketing sales and business development in IEC Low Voltage Motors Japan. You will ensure comprehensive understanding of local market and competitive environment and support local business management team in identification ...

  • Project Training Specialist

    1ヶ月前

    Suginami, Tokyo Keywords Studios Remote job￥360,000 per year

    We're looking for a Project Training Specialist to manage product & service knowledge provision via various learning methodologies. · Onboard new hires on KWS policies · Train agents on project's products/services · ...

  • Fresh graduate

    2週間前

    Suginami, Tokyo Energy Job Search

    We help industries outrun - leaner and cleaner. · Here we give you what you need to make it happen. · You will deliver technical solutions as per agreed timeline and standards using established solutions. · You will showcase your expertise by supporting the development of technic ...

  • Business Development Manager

    1週間前

    Suginami City Keywords Studios

    We are looking for a motivated Business Development Manager to actively identify and secure new business opportunities within the Japanese market. · New Client Acquisition · ...

  • In-house Linguist

    2ヶ月前

    Suginami City Keywords Studios ￥4,000,000 - ￥10,000,000 per year

    We are a leading game localization company offering integrated text, audio localization and QA for all regions, languages and platforms. We have a global footprint across Asia, Oceania, Europe, and the Americas enabling 24-hour follow-the-sun workflows. · The team at Keywords Stu ...

  • Outsourced Art Account Manager

    1週間前

    Suginami City Keywords Studios

    We are looking for an Account Manager to create long-term trusting relationships with our Japanese clients. · ...

  • IT Support Engineer I, Ops Tech Solutions

    3日前

    Ibaraki Amazon Full time

    Amazon is seeking IT support engineers to work in its fulfillment centers. The role involves supporting internal help desk services troubleshooting Windows PCs peripherals office equipment managing accounts permissions conducting training orientation operating IT infrastructure s ...

  • Operations Manager

    2ヶ月前

    Ibaraki Amazon Full time￥300,000 - ￥600,000 per year

    AMXL Middle Mile is seeking a dynamic Operations Manager to spearhead the operations of its expanding network. · ...

  • Delivery Station Customer Service Associate, Delivery Station Liaison

    2ヶ月前

    Ibaraki Amazon Full time￥2,000,000 - ￥4,000,000 per year

    The Delivery Station Customer Service Associate will help improve the customer experience by providing in-station real-time, hands-on support to ensure our customers receive their packages on time, as promised. The role will also help connect customers with experts who can provid ...

  • Operations Lead Sort Centre, AMXL JP

    2ヶ月前

    Ibaraki Amazon Full time￥523,000 - ￥1,147,000 per year

    The Operations Lead at AMXL Japan will oversee middle mile logistics in partnership with third-party logistics (3PL) providers. The role involves monitoring and managing daily transportation activities, tracking schedules and routing plans, and ensuring data accuracy in load plan ...

  • 生産管理

    2日前

    茨城県 土浦市 荒川沖駅, 日本ポール製造株式会社 ￥69,000,000 - ￥92,000,000 per year

    私務 · 日本ポール製造株式会社 · ...

  • Network Plant Engineer

    1週間前

    Tsukuba CACI International Full time$81,200 - $170,600

    The opportunity to lead infrastructure modernization across U.S. Air Force bases in the Indo-Pacific as a Senior Network Plant Engineer. · Survey, design, and implementation of physical fiber and copper cable plants · Oversee restoration of facilities to pre-install or better con ...

  • Network Plant Engineer

    3週間前

    Tsukuba CACI International Full time$81,200 - $170,600

    Deploy your senior-level expertise overseas to lead infrastructure modernization across U.S. Air Force bases in the Indo-Pacific. · ...

  • Failure Analysis Engineer

    2ヶ月前

    Tsukuba, Ibaraki Littelfuse $60,000 - $120,000 per year

    Littelfuse is seeking a Failure Analysis Engineer to provide product failure analysis and material analysis to customers. The role involves utilizing analytical techniques, documenting results, and communicating with internal and external customers. · ...

  • Quantum Scientific Software Engineer

    2週間前

    Tsukuba, Ibaraki Build+ (formerly Wahl+Case)

    A leading quantum computing company seeks a creative Scientific Software Engineer for software challenges in integrating high-level applications with state-of-the-art neutral-atom quantum computing systems. · ...

  • cis部門 - soc - l3

    15時間前

    Tsukuba, Ibaraki Capgemini

    +Job summary · Join us and help the world's leading organizations unlock the value of technology and build a more sustainable, more inclusive world. · 7–12+ years of experience in cybersecurity operations, · +Responsibilities · +Foster a culture of continuous learning, collaborat ...