Player Engagement Shift Lead

Please note that this is for internal recruiting only. External applications for this role will not be processed.

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

As a Shift Lead, you will be responsible for the smooth and effective operations during your shift. You'll troubleshoot technical issues with IT, offer assistance and coaching to new team members, and bridge the gap between agents and Team Leads. Your goal is to provide immediate assistance, direction and feedback to the team, contributing to the overall success of the project. 🚀🔥

Requirements

What are we looking for? Our PS Shift Lead has a knack for the following skills

Leadership:

• Oversee agents' daily performance, ensuring effective feedback.
• Disseminate project details clearly to agents, ensuring current and accurate information.
• Support training, coaching, and inquiries for both new and existing team members.
• Execute QC tasks, resolve technical issues, maintain equipment, and ensure safety standards.

Communication:

• Serve as a liaison between clients and the Keywords team, addressing complex issues.
• Disseminate project details clearly to agents, ensuring current and accurate information.
• Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment.

Analytics:

• Conduct ongoing audits on macros and knowledge base materials.
• Handle mass responses when necessary.
• Good time/project management skills (plan recurring work, pick the right priorities).
• Understanding quality (accuracy, correctness, empathy, balance with productivity). Knowing what makes a good ticket.

Business:

• Adapt priorities based on project queue volume changes to align with client needs.
• Complete daily tasks, including ticket management.
• Knowledge of advanced functionalities of CRM tools is an asset.
  

Availability

• Please note that the role requires availability to work onsite in our Katowice office for the first 3 weeks of the training period.

You are an ideal candidate for this position if you have:

• Excellent English skills.
• Mastery in C1-C2 level Russian proficiency.
• Tenure at Keywords of minimum 3 months.
• Meeting the goals and KPIs of your current position within Player Support.
• No open disciplinary/PIP cases.
• Leadership expertise – ability to interpret trends, spot hot issues, summarize, provide basic project suggestions.
• Leading by example and conflict management skills.
• Excellent communication skills.
• Ability to read analytics and metric data. Advanced knowledge of Excel/Google Spreadsheet is a plus.
• Ability to work under pressure in a fast-paced environment.
• Flexibility, proactivity.
  

Benefits

What do we offer?

• Employment contract.
• Remote work (with the exception of the onsite training period of 3 weeks) with the option to visit our brand-new office at the Global Office Park in Katowice! (PS. We even have a slide…)
• Attractive benefits package including: private medical care option, MyBenefit system, Multisport card, a subsidy for glasses, psychological consultations with Wellbee etc.
• Professional development opportunities with our online platform, training sessions and internal vacancies.
• Employee referral program - make an impact by inviting your friend to become a fellow Keywordian and get the prize!
• Company parties with delicious food and lots of attractions at Global Office Park.
• Plenty of activities and competitions with awards + occasional company gifts!

The unique chance to take a look behind the scenes of the gaming industry and collaborate with people from all over the world!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply. 😊

Role Information: EN

Studio: Keywords Studios

Location: Europe, Poland, Katowice

Area of Work: Player Engagement

Service: Engage

Employment Type: Full Time

Working Pattern: Remote

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.