Korean Player Support Team Lead

1 Month ago • All levels

Job Summary

Job Description

The Korean Player Support Team Lead is responsible for providing leadership and guidance to the assigned project and team members, ensuring timely and efficient handling of customer cases and requests. This includes being accountable for the team's conduct, performance, attrition, and attendance. The role involves understanding client and project business, coaching team members, acting as a role model, improving standards and quality, and mitigating risks. The lead also assists in setting performance KPIs, manages documentation, escalates issues, recommends training, and provides backup to the team manager.
Must have:
  • Lead and guide the team to achieve targets.
  • Ensure timely and efficient handling of customer cases.

Job Details

• 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.

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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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