Game Champion

2 Months ago • All levels • Operations

Job Summary

Job Description

The Game Champion acts as a subject matter expert, protecting gamers and communities from harmful content like harassment, sexual connotations, violence, and racism. Responsibilities include collaborating with clients and partners to optimize player experience, researching and reporting recurring game behaviors affecting players, analyzing game data, and ensuring effective communication between clients and players. The role involves handling escalated player requests, escalating critical well-being issues, serving as a primary escalation path for complex issues, creating training materials, maintaining expert knowledge in Trust & Safety operations, coaching team members, providing workflow improvement recommendations, participating in projects, generating reports, and addressing player contacts. The ideal candidate will possess experience managing online communities, strong communication skills, problem-solving abilities, and the ability to work independently.
Must have:
  • Experience managing online communities
  • Strong communication skills
  • Problem-solving & critical thinking
  • Proficient in MS Office Suite
  • Native Japanese & Business English
Perks:
  • Social insurance
  • Overtime pay
  • Commuting allowance
  • Annual health check
  • Flu vaccination subsidy
  • Employee assistance program
  • Employee stock ownership
  • Referral program
  • Language programs
  • Company events

Job Details

Description

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!

Duties and Responsibilities

  • 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.

Qualifications and Skills

  • 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

Requirements

  • 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

Benefits

待遇・福利厚生

  • 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🎉)

勤務時間・曜日

土日祝を含むシフト制、週5日勤務

11:00~20:00(実働8時間/日)

選考に関して

感染症対策として現在、選考のすべてをオンラインにて実施しております。

<選考フロー>
 書類選考→語学テスト(Googleスプレッド形式)→オンライン面接→内定

 ※上記の流れは変更する可能性があります。

※応募フォームに名前を入力する際は英語表記(アルファベット)でご入力をお願い致します。

※テスト受験に際し、PCとインターネット環境、またGmailアドレスが必要となります。

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。

Similar Jobs

Warner Bros Games - Publicity & PR Graduate Internships

Warner Bros Games

London, England, United Kingdom (Hybrid)
2 Days ago
PlayStation Global - Network Control Technician - Contract

PlayStation Global

London, England, United Kingdom (On-Site)
2 Months ago
Patterned Learning Career - Senior Manager, Embedded Software Engineering

Patterned Learning Career

(Remote)
1 Week ago
Warner Bros Discovery - Treasury Manager

Warner Bros Discovery

Masovian Voivodeship, Poland (Hybrid)
2 Months ago
Bally's Interactive - Key Account Manager - Japanese Speaking

Bally's Interactive

Hong Kong, Hong Kong (On-Site)
3 Months ago
The Walt Disney Company - Senior Manager, Global Risk and AP International

The Walt Disney Company

Kissimmee, Florida, United States (On-Site)
1 Month ago
NVIDIA - Food and Beverage Manager

NVIDIA

Hyderabad, Telangana, India (On-Site)
1 Month ago
Tesla - Workshop Supervisor

Tesla

Aarhus, Denmark (On-Site)
1 Week ago
Keywords Studios (Player Support) - Player Engagement Support Technology Specialist

Keywords Studios (Player Support)

Katowice, Silesian Voivodeship, Poland (Remote)
3 Weeks ago
Unity - Senior Security Operations and Incident Response Analyst

Unity

Bengaluru, Karnataka, India (On-Site)
9 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

The Walt Disney Company - FX Advertising & Media Intern

The Walt Disney Company

Los Angeles, California, United States (On-Site)
1 Week ago
Mattel  Inc  - American Girl Retail Security (Part-Time)

Mattel Inc

Illinois, United States (On-Site)
1 Month ago
PwC - Manager|Oracle fusion Finance|Oracle| Advisory|Chennai

PwC

Chennai, Tamil Nadu, India (On-Site)
3 Months ago
PwC - Starszy Konsultant / Starsza Konsultantka | Finance of the Future (controlling advisory)

PwC

Warsaw, Masovian Voivodeship, Poland (Hybrid)
3 Months ago
PhonePe - Business Intelligence, Associate Manager

PhonePe

Bengaluru, Karnataka, India (On-Site)
3 Months ago
Mattel  Inc  - American Girl New York Retail  Sales Lead (Supervisor)

Mattel Inc

New York, New York, United States (On-Site)
2 Months ago
Social Discovery Group - Senior CRM Manager

Social Discovery Group

Belgrade, Serbia (Remote)
1 Month ago
PwC - Sustainability Senior Consultant (ESG) with German

PwC

Bucharest, Bucharest, Romania (On-Site)
4 Months ago
Tesla - Field Manager Supercharging - UK & Ireland

Tesla

London, England, United Kingdom (On-Site)
1 Week ago
Antarctica Global - Business Development Manager

Antarctica Global

Mumbai, Maharashtra, India (Hybrid)
4 Months ago

Get notifed when new similar jobs are uploaded

Jobs in Tokyo, Japan

Unity - Developer Support Engineer (Game Development Customer Facing)

Unity

Tokyo, Japan (On-Site)
3 Months ago
Keywords Studios (Player Support) - Japanese Influencer Manager

Keywords Studios (Player Support)

Tokyo, Japan (Remote)
2 Weeks ago
Xsolla - Head of Japan

Xsolla

Tokyo, Japan (On-Site)
2 Weeks ago
PTW - Project manager: Player support division

PTW

Shinjuku City, Tokyo, Japan (Remote)
3 Months ago
Thatgamecompany - Community Manager, Japan (Contract)

Thatgamecompany

Japan (Remote)
8 Months ago
Sony Interactive Entertainment - Producer- Playstation Studio Sound Japan

Sony Interactive Entertainment

Tokyo, Japan (On-Site)
4 Months ago
Light Speed Studios - カードシーン演出|Cinematic Artist

Light Speed Studios

Tokyo, Japan (On-Site)
3 Months ago
ION - Equity Technical Account Manager - 8523

ION

Tokyo, Japan (On-Site)
4 Months ago
Light Speed Studios - バックエンドエンジニア|Backend Engineer

Light Speed Studios

Tokyo, Japan (On-Site)
3 Months ago
Tencent - Frontend Engineer

Tencent

Osaka, Osaka, Japan (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Operations Jobs

Sporty Group - BR Customer Experience Lead

Sporty Group

São Paulo, State Of São Paulo, Brazil (On-Site)
8 Months ago
ByteDance - Credit Loan Collection Expert - Global Payment

ByteDance

Bangkok, Bangkok, Thailand (On-Site)
1 Month ago
Assystems - Formateur Technique Planification Nucléaire H/F

Assystems

Gravelines, Hauts-de-France, France (On-Site)
3 Months ago
Garena - Customer Service (Arabic Speaker)

Garena

Jakarta, Jakarta, Indonesia (On-Site)
1 Month ago
PTW - Project manager: Player support division

PTW

Shinjuku City, Tokyo, Japan (Remote)
3 Months ago
Unity - Senior Executive Assistant

Unity

United States (Remote)
2 Months ago
Hudl - Sr. Workplace Operations Specialist

Hudl

Chiavari, Liguria, Italy (On-Site)
2 Months ago
Krafton  - Associate Program Manager

Krafton

Bengaluru, Karnataka, India (On-Site)
3 Weeks ago
Aristocrat Gaming - VP, Field Services

Aristocrat Gaming

Las Vegas, Nevada, United States (Hybrid)
1 Week ago
Mattel  Inc  - American Girl Lead Merchandise Handler

Mattel Inc

Tennessee, United States (On-Site)
2 Weeks ago

Get notifed when new similar jobs are uploaded

About The Company

At Keywords, we deliver clients the benefits of the strengthened Engage service line, combining our Player Support and Marketing offerings.

Mandaluyong, Metro Manila, Philippines (Remote)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Suginami City, Tokyo, Japan (On-Site)

Cinisello Balsamo, Lombardy, Italy (Hybrid)

Mandaluyong, Metro Manila, Philippines (Hybrid)

Silesian Voivodeship, Poland (On-Site)

Tokyo, Japan (Hybrid)

Katowice, Silesian Voivodeship, Poland (On-Site)

View All Jobs

Get notified when new jobs are added by Keywords Studios

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug