Korean Player Support Team Lead
Job Summary
Job Description
Side is seeking a Korean Player Support Team Lead to provide leadership and guidance to a project team, ensuring timely and efficient handling of customer cases and requests. The role involves managing team conduct, performance, and attendance, understanding client business and SLAs, and acting as a role model for quality improvement. The Team Lead will assist in setting KPIs, preparing reports, and escalating performance issues, with a focus on continuous team development and client liaison.
Must have:
- Provide leadership and guidance to the team to achieve targets and troubleshoot problems
- Ensure customer cases and requests are handled timely and efficiently
- Be accountable for team's conduct, performance, attrition, and attendance
- Understand client and project business, processes, and SLAs to coach team members
- Act as a role model and proactively improve team standards and quality
- Assist team manager in setting performance KPIs and preparing work-related documentation
- Escalate performance and delivery issues timely
- Recommend training needs and manage performance-related issues
- Be ready to provide backup to the team manager for client liaison
- Minimum 2-3 years of experience in customer support work (multiple tiers)
- Possess customer-focused mindset
- Able to troubleshoot PC/console issues via multiple channels (email, chat, phone)
- Strong leadership skills with assertive approach
- Fluency in verbal and written communication skills in English with Korean language skills
- Effective time management and organization skills
- Resourceful, meticulous, and a team player
- Possess a high level of integrity & discretion
- Equipped with appropriate urgency to suit operational demands
- Able to work on weekends and public holidays based on shift roster schedule
Good to have:
- A passion for gaming in various game genres
Perks:
- Opportunities for promotion
- Casual (e.g. T-shirts)
- Medical
6 skills required
Job Details
Description
- Provide leadership and guidance to the assigned project and team members towards achieving required targets and troubleshooting of problems encountered. This includes ensuring that the customer cases and requests are handled timely and efficiently.
- Be accountable as the first-level management for the team’s conduct and performance, attrition and attendance.
- Understand the client and project business, including processes and SLAs so as to coach the team members effectively.
- Act as the role model for the team and proactively source for methods and opportunities to improve the standards and quality of the team’s deliverables, as well as mitigate any risks.
- Responsible in assisting the team manager to set performance KPIs and any work-related documentation including but not limited to regular and adhoc reports, and SOPs.
- Escalate any performance and delivery issues timely to the team manager.
- Recommend training needs and manage performance-related issues whenever necessary.
- Be ready to provide backup to the team manager relating to liaising with the clients as and when required.
Requirements
- Minimum 2 – 3 years of experience in customer support work (multiple tiers) within relevant industry and environment.
- Possess customer-focused mindset and able to troubleshoot PC/console issues via multiple channels such as email, chat, phone.
- Strong leadership skills with assertive approach.
- Fluency in verbal and written communication skills in English with Korean language skills.
- Effective time management and organization skills.
- Resourceful, meticulous, and a team player who can work well with all levels.
- Possess a high level of integrity & discretion.
- A passion for gaming in various game genres will be advantageous.
- Equipped with appropriate urgency to suit operational demands.
- Able to work on weekends and public holidays based on shift roster schedule
Benefits
Benefits
- Opportunities for promotion
- Casual (e.g. T-shirts)
- Medical
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About The Company
Side is a global video game development and services provider, offering technical and creative solutions to many of the largest developers and studios around the world. Founded in Japan in 1994, Side has grown to become a global force in the video game industry, with over 40 studios in 15 countries worldwide and offices across North America, Europe, South America, and Asia. Our industry-leading services include game development, art production, localization, audio production, quality assurance, localization QA, player support, community management, and datasets. Help us bring stories to the world. Join Side's global team of passionate gamers and contribute to top-notch game development.
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