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Posted 3w ago

Customer Support Team Lead for Player Engagement | Bilingual - Japanese

@ Keywords Studios
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Pasig, Metro Manila, Philippines
HybridMultiple Commitments Available
Responsibilities:lead teams, monitor KPIs, train staff
Requirements Summary:Native Japanese (JLPT N1) and strong English, experience leading a customer support operations team, flexible shift schedule.
Technical Tools Mentioned:Helpshift, Zendesk, Google Workspace
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Job Description

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.

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 the Player Engagement Team Lead, you will play a very important role in ensuring the success of our projects, being the bridge between Keywords Studios and our valued clients. You will be in charge of critical tasks, ensuring that everything runs smoothly and efficiently. One important part of your mission would be to lead, motivate, coach and train teams as well as creating schedules and performing tasks based on the clients’ requirements. 🚀🔥

What are we looking for?

Leadership:

  • 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.

Analytics:

  • Monitor and manage ticket databases to ensure project KPIs and SLAs are met.
  • Regularly review daily reports to identify and resolve anomalies.
  • Create CRM/tool views for enhanced visibility and reporting.
  • Good understanding of Player Support tools and processes, key support metrics, and how to apply them.
  • Ability to read/interpret reports.

Communication:

  • Maintain awareness of project status and provide regular reports to Operations Manager.
  • Conduct regular quality control checks, identifying coaching opportunities within project processes.

Business:

  • Create CRM/tool views for enhanced visibility and reporting.
  • Develop training materials and assist in identifying areas for training material enhancement.