Trust and Safety Team Lead

1 Month ago • All levels • Operations

Job Summary

Job Description

Keywords Studios is seeking a Trust and Safety Team Lead to manage its new player engagement project team. Responsibilities include project management, client communication, staff training, and ensuring a safe and positive online community. The role involves resolving team issues, improving workflows, assigning tasks, reporting to operations managers, managing team performance and resources, maintaining internal policies, and providing client solutions. The successful candidate will share performance feedback, update training materials, and ensure team member well-being. The Trust & Safety team protects players and clients from harmful content, fostering a positive online environment.
Must have:
  • Fluent Japanese (JLPT N2 or above)
  • Fluent English (TOEIC 750 or equivalent)
  • Management/Leadership experience
  • Problem-solving skills
  • Client communication skills
  • Team management skills
Good to have:
  • Content moderation experience
  • Advanced Google Workspace/Microsoft 365 skills
Perks:
  • Commuting allowance
  • Social insurance
  • Paid annual leave
  • Sick leave
  • Employee assistant program
  • Language program
  • Referral program
  • Medical check-up
  • Company events

Job Details

Description

(English follows Japanese)

🎮当社について🎮

アイルランドを本社とするKeywords Studiosの日本法人である当社キーワーズ・インターナショナルは2009年に設立し、現在従業員約400名ほど。グローバル全体では70以上の拠点で事業展開し、12,000名以上のプロフェッショナルなメンバーが働いています。

クライアント様のベストパートナーとしてゲーム開発、アートアセット制作、音声制作、QAテスティング(デバッグ)、翻訳、マーケティング、プレイヤーエンゲージメントなど様々なサービスを提供し、成長を続ける大手ゲームサービスプロバイダーです。社内の公用語は日本語/英語で、カジュアルで多様性のあるフラットな社風が特徴です。オンとオフのメリハリもあり、ワークライフバランスを大切にしています!

今回募集するのは、プレイヤーエンゲージメント部門のTrust and Safetyチームの管理を担当するTeam Lead職です。新しいプロジェクトチームの発足に伴い、プロジェクトの進捗管理やクライアント折衝、スタッフ教育など幅広い面からチーム管理をお任せします。

Trust and Safetyチームについて

Trust and Safetyチームはオンラインおよび現実世界で人々の安全を担保します。ハラスメントや性的な意味合い、不必要な暴力や人種差別などがなく、オンラインで友好的なコミュニケーションができるような健全なコミュニティ維持に努めます。

プレイヤーの方々、コミュニティ、そしてクライアントであるゲーム会社様を不要なコンテンツや適切でないコンテンツから保護する重要な役割を担っています。

仕事内容

チーム管理 

  •  チーム内での問題解決およびシステムやワークフローの改善により業務効率化の促進
  •  チームへ明確にゴールを示し、タスクを割り振る
  •  オペレーションマネージャーへの報告、情報共有
  •  パフォーマンスおよびリソース管理
  •  チームメンバーとのコミュニケーションおよびチーム内ミーティングの実施
  •  チームメンバーのメンタルヘルスの確認
  •  社内ポリシー、プロセス、セキュリティの維持および更新

クライアント折衝

  •  クライアントとの日常的なコミュニケーション全般(ミーティングへの出席を含む)
  •  報告書の作成
  •  クライアントのリクエストへの解決策の提示

トレーニングおよびコーチング

  •  チームメンバーへ建設的かつポジティブなパフォーマンスフィードバックの共有
  •  品質管理の結果に基づく月次評価フィードバックのチームメンバーへの共有
  •  必要に応じてトレーニング資料の改訂および更新

About us

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 Trust and Safety Team Lead since we are setting up a new exciting project! They will manage, assign and oversee the T&S Moderators daily work and quality as well as report to the client.

About T&S team

Keywords’ T&S team is all about fun, safety and care.

Our T&S team protects people online and in real life. We do this by making sure online interactions are cordial, without harassment, sexual connotations, unnecessary violence nor racism.

The team makes sure gamers, communities and the gaming companies you admire the most are protected from unwanted or not suitable content.

Roles and Responsibilities

Team Management

  • Facilitate operational efficiency by resolving issues within the team and improving systems and workflow
  • Clearly define goals and assign tasks to the team
  • Report and share information with operations managers
  • Performance and resource management
  • Communicate with team members and conduct team meetings
  • Ensure team members' mental health
  • Maintain and update internal policies, processes, and security

Client Communication

  • Day-to-day communication with clients, including attending meetings
  • Preparing reports
  • Providing solutions to client requests

Training and Coaching

  • Sharing constructive and positive performance feedback to team members
  • Share monthly evaluation feedback based on quality control results with team members
  • Revise and update training materials as needed

Requirements

必須条件

  • ビジネスレベル以上の日本語(目安:JLPT N2またはそれ以上)
  • ビジネスレベル以上の英語スキル(目安:TOEIC750点)
  • マネジメント経験またはリーダーシップを用いた経験
  • 弊社東京オフィス(東京都杉並区)に出社可能な方

歓迎条件

  • コンテンツモデレーションの経験
  • 上級レベルのGoogle workspace (Docs, Sheets)やMicrosoft 365 (Word, Excel, PowerPoint)の知識

求める人物像

  • 優れた観察力、分析力、細部へのこだわり
  • 高い倫理観
  • 強い問題解決能力
  • 強いリーダーシップスキル
  • 強い決断力
  • 優れた対人スキル
  • 積極的にタスクを完了し、問題を正確に報告することができる

<英語スキルに関して>
※TOEICスコアをお持ちでない方でも海外留学経験者など同等のスキルをお持ちの方は大歓迎!

Mandatory

  • Fluent in Japanese (JLPT N2 or above)
  • Fluent in English (TOEIC score of 750) *Speaking skill is required
  • Management or leadership experience
  • Available to work in our Tokyo office (Suginami-ku, Tokyo)

Preferred

  • Experience in content moderation
  • Advanced level of knowledge of Google workspace (Google Docs, Sheets) and Microsoft 365 (Word, Excel, PowerPoint)

It would be a great fit if you had/were...

  • Excellent observational and analytical skills, attention to detail
  • High ethical standards
  • Strong problem solving skills
  • Strong leadership skills
  • Strong decision-making skills
  • Excellent interpersonal skills
  • Able to complete tasks proactively and report problems accurately

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、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
  • 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🎉)

Benefits

  • Fixed term contract (契約社員)
  • Commuting Allowance : Up to ¥30,000/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
  • Referral program
  • Medical check-up
  • Company Events

勤務時間・曜日

月曜~金曜(実働8時間/日)

土日祝休み

Working hours and days off

Monday - Friday(8 hours of work/day)

Weekends and national holidays off

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→オンライン面接(複数回)→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。

Others

Our recruitment team will conduct full online recruitment process.

<Process>

CV Screening-> Online interviews >Offer

*Please register your name in English when you fill the application form.

Looking forward to your applications!

Role Information: EN

Studio: Keywords Studios

Location: Asia Pacific, Japan, Tokyo

Area of Work: Player Engagement

Service: Engage

Employment Type: Full Time

Working Pattern: In-Office

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About The Company

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

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