Support & Safety Japanese Specialist (JP)

Remote - Japan

Thatgamecompany is seeking a passionate individual to join our team as a Player Support Analyst for the Support and Safety Team. This role is focused on ensuring the team and external talent deliver a high-quality, caring, and accurate experience to our players. We are looking for a candidate with strong attention to detail, exceptional Japanese language skills, and a genuine desire to offer a great and caring experience to our players. A summary of the responsibilities included in this role can be found below: 

Summary of Responsibilities 

• Monitor and assist with training & coaching for direct reports with a similar focus on the Japanese language and player experience.
• QCM management and training assistance  
• Monitor Japanese language QC and talent performance
• Assist with sensitive ticket escalations and referrals
• Creation and maintenance of Support & Safety training materials for the Japanese region
• Assistance with Support Materials for live-Ops / Tools / Systems
• Perform routine reviews of evergreen documents like Onboarding & Content training
• Assist with translations of public-facing messaging and internal player communications  
• Conduct and attend interviews and training for Japanese hires and talent. 

Requirements 

• Excellent Japanese and English Language skills, both written and verbal.  
• At least 3 years overall experience in a Customer Support-adjacent role 
• At least 2 years directly overseeing quality work of talent, ensuring a great experience for the customer or client. 
• Understanding of cultural and regional language nuances
• Player-first mindset & passion for video games, innovations in software and hardware and how they enrich the player experience. 
• Proven experience with tools such as Jira, GGWP, Helpshift, Confluence, Power Bi or equivalent
• Proven experience with the Google Workspace including Google Sheets, Docs, Drive, and Slides 
• Strong attention to detail 
• Ability to identify trends in data 
• Ability to work collaboratively and effectively with diverse teams and stakeholders, both internally and externally.

• A desire to grow professionally and learn new skills

• A passion for creating and shipping innovative experiences to players, and a strong belief in thatgamecompany's vision.
• Associate/bachelor's degree 

Nice to Have: 

• Previous experience in a Customer Support-adjacent role. 
• Strong proficiency with Google Suite including Google Drive, Docs, Slides, and Sheets. 
• Familiarity and understanding of the game development process and variety of game content, preferably including live service games and games on the mobile platform. 
• Experience playing Sky: Children of the Light and other TGC games 
• Team leadership & mentoring experience

Perks:

• Paid Time Off, Holidays, and Two Weeks Winter Break 
• Employees and their dependents get medical, dental, and vision coverage, regardless of their level, tenure, or position within the company. Moreover, these benefits start on the first day of the job—there’s no waiting period before they kick in. 
• Compassionate leave for employees who needs to take care of their family members
• Pre-tax wellness stipend
• Pre-tax work-from-home stipend
• Access our savings plan (401K program) with company match 
• Mental health resources including Headspace membership and Employee Assistance Program (CCA) 
• Discount portal for everyday goods and services
• Support for personal and professional development

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