Customer Support Team Lead - Remote

2 Months ago • 2 Years + • Operations

Job Summary

Job Description

As a Player Engagement Team Lead at Keywords Studios, you'll bridge the gap between the company and clients, ensuring smooth project execution. Key responsibilities include managing and leading teams (local and remote), addressing project issues, upholding studio standards, serving as an escalation point for customer issues, training and coaching team members, managing schedules, and meeting client requirements. You'll also monitor KPIs and SLAs, create reports, develop training materials, and conduct quality control checks. The role requires strong leadership, communication, analytical, and problem-solving skills.
Must have:
  • Native Japanese (JLPT N1) and business-level English
  • 2+ years customer support lead experience
  • Team management and goal setting
  • Proactive issue resolution
  • Zendesk familiarity
  • KPI/SLA monitoring
Good to have:
  • Helpshift or other ticketing platform experience
  • Google Suite proficiency
  • Conflict management skills
Perks:
  • Commuting allowance (up to ¥30,000/month)
  • Work from home allowance (up to ¥10,000/month)
  • Full social insurance
  • Paid annual leave
  • Sick leave
  • Employee assistant program
  • Language program
  • Employee share purchase plan
  • Referral program
  • Medical check-up
  • Company events

Job Details

<日本語は英文の後に続きます。>

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.

Requirements:

  • Native level Japanese(JLPT N1 or above) and business level English skills
  • Over 2 years of experience in customer support Shift lead or similar mentorship role.
  • Flexibility in Shift Schedule.
  • Familiarity with Zendesk.

You'd be a great fit for this role if you have:

  • 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
  • Flexibility with working weekends

当社について

1998年以来、私たちはゲームプレイヤーが、彼らの大好きなゲームと向き合う方法を再構築することをミッションとし、26か国70か所以上のスタジオに12,000人以上のプロフェッショナルを擁するグローバルチームに成長しました。

私たちは、アート、オーディオから、ゲームテスト、ローカライゼーション、そして当社で最も急成長しているサービスラインの一つであるプレイヤーエンゲージメントに至るまで、幅広いソリューションを常にビデオゲーム開発者やパブリッシャーに提供しています。プレイヤーエンゲージメントでは、ゲーム業界におけるAAAタイトルから、インディーズスタジオまで広範囲にわたり、テクニカルサポート、コミュニティマネジメント、トラスト&セーフティのサービスを提供しています。

私たちのミッションに参加し、共にプレイヤーに魅力的なコミュニティを構築し、卓越した体験を提供しましょう!🎮🔥

仕事内容

プレイヤーエンゲージメント部門のチームリードとして、当社と大切なクライアント様との架け橋となり、プロジェクトを成功に導く重要な役割を担っていただきます。重要なタスクを担当したり、プロジェクトがスムーズかつ効率的に進行するように管理したりします。チームリードの大切のミッションの一つは、チームを導き、モチベーションを高め、コーチングやトレーニングを行い、さらに、お客様の要望に基づいてスケジュールを作成し、タスクを遂行することです。🚀🔥

具体的には

リーダーシップに関する仕事内容:

  • 対面、およびリモートの様々な規模のスペシャリストからなるチームを管理し、目標を設定し、ゴールに導く
  • プロジェクトの継続を守るため、チームやオペレーションマネージャーと積極的にプロジェクトの問題に対処する
  • スタジオのポリシー、プロセス、セキュリティ基準を遵守し、プロジェクト関連のナレッジベースが最新であることを常に確認する
  • クライアント様のカスタマーサポートに関する問題のエスカレーションポイントとして機能する
  • シフトリードを指導し、毎週1対1のコーチングセッションを実施する
  • 休暇申請の管理、出勤状況の確認、遅刻や欠勤への対応を行う

分析力に関する仕事内容:

  • プロジェクトのKPIとSLAが達成できるよう、チケットデータベースを監視・管理する
  • 日次レポートを定期的に確認し、異常を特定して解決する
  • CRM・ツールビューを作成し、可視性とレポートを強化する
  • プレイヤーサポートのツールやプロセス、主要なサポート指標、およびそれらの適応方法についてよく理解している
  • レポートを読み解く能力がある

コミュニケーションに関する仕事内容:

  • プロジェクトの状況を常に把握し、オペレーションマネージャーに定期的な報告を行う
  • 定期的な品質管理チェックを実施し、プロジェクトのプロセスにてコーチングの機会を設ける

ビジネスに関する仕事内容:

  • CRM・ツールビューを作成し、可視性とレポートを強化する
  • トレーニング資料を作成し、トレーニング資料の強化分野の特定をサポートする

必須要件

  • 優れた日本語能力(日本語能力試験N1以上)と英語能力(ビジネスレベル)を持っている
  • カスタマーサポートShift Lead・SV・Mentorとして2年以上の経験
  • 土日を含むシフト制での勤務が可能
  • Zendeskの使用経験

歓迎条件

  • マルチタスクをこなし、効率的にタスクの優先順位をつけることができる
  • 優れたリーダーシップスキル、意思決定能力と模範となる行動力を持ち、高水準の正確性を保つよう周囲を促すことができる
  • コンフリクトマネジメントスキルを持ち、建設的なフィードバックの提供をすることができる
  • 期限を理解し、遵守することができる
  • 細部と正確さに優れた注意力を持ち、自発的、革新的、分析的なスキルを持っている
  • 人材を評価し、才能を見極めることができる
  • Helpshift、Zendesk、またはその他のお問合せプラットフォーム、Google Suiteに精通している

Requirements

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
  • Employee Share Purchase Plan (ESPP)
  • 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)
  • 従業員持ち株会
  • 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

Others
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.

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(https://www.keywordsstudios.com/en/applicant-privacy-notice)をご確認ください。

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About The Company

Keywords Studiosare the leading provider of creative and technical services to the global video game industry. We are trusted and relied upon by 23 of 25 top video game companies to collaborate with them throughout the concept, development, and live operations of the most popular AAA franchises in the world. Great games are the product of great teams, and exceptional individuals are essential to their success. Are you ready to be part of something truly remarkable and unlock your full potential?

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