Forum Support Specialist

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! 🎮🔥

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！🎮🔥

Key Responsibilities

Forum Management & Moderation:

• Handle player flags, moderate discussions, and ensure community guidelines are followed.
• Manage player accounts (suspensions, deletions, and other admin functions).
• Merge similar topics and move outdated content (release notes, known issues) to subcategories.
• Add new content, including monster icons and status tags for resolved issues.
• Monitor player engagement features like game badges.

Live Issue/Bug Reporting & Escalation:

• Identify, verify, and escalate forum bugs related to both the platform and Discourse functionalities.
• Conduct QA on reported bugs and follow through until resolution.
• Manage bug escalations and coordinate with internal teams for swift resolutions.

Content & Trend Monitoring:

• Check new forum topics to identify trends and actionable feedback from the community.
• Handle suggestions from players and escalate high-impact suggestions.
• Ensure timely updates of major seasonal content and forum announcements.
• Collaborate with the Niantic team to develop and execute campaign strategies aimed at enhancing player engagement.

Reporting & Communication:

• Generate weekly reports on forum activities and issues in both English and Japanese.
• Provide bi-weekly and monthly updates to internal teams on the status of the forum, top player concerns, and community trends.
• Participate in regular meetings to discuss forum health, system improvements, and player feedback.
  

Discourse System Administration:

• Collaborate with the Niantic team on the agents access/settings.
• Customize and maintain Discourse settings, including player roles, permissions, and system functions.
• Monitor and implement changes related to system requirements or bugs on the Discourse platform.
• Use Discourse queries and APIs to gather insights and improve forum functionality.
• Manage and add appropriate tags to organize discussions and information.

• Native level Japanese & Business level English communication skills. (Verbal & written)
• Must be working in the Tokyo Area.
• Client facing experience. 

Qualifications (recommended):

• Excellent communication skills, with the ability to produce detailed reports in both Japanese and English.
• Experience with forum moderation, community management, or customer support.
• Familiarity with Discourse or any similar forum platforms (experience with system admin functions is a plus).
• Strong organizational skills, with the ability to prioritize and manage multiple tasks.
• Experience in handling community trends, player feedback, and escalation processes.
• Preferred Qualifications: Experience in online gaming or tech-related communities.
• Strong attention to detail and proactive problem-solving skills.

• 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。