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Customer Support Team Lead - Remote

Customer Support Team Lead - Remote

Keywords StudiosHokkaido, Japan
30+日前
職務内容の詳細

Description

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 the Player Engagement Team Lead, you will play a very important role in ensuring the success of our projects, being the bridge between Keywords Studios and our valued clients. You will be in charge of critical tasks, ensuring that everything runs smoothly and efficiently. One important part of your mission would be to lead, motivate, coach and train teams as well as creating schedules and performing tasks based on the clients’ requirements.

What are we looking for?

Leadership :

  • Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote.
  • Proactively address project issues with teams and Project Manager to prevent disruptions.
  • Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date.
  • Serve as an escalation point for client's customer issues.
  • Train, coach shift leads, and conduct weekly one-on-one coaching sessions.
  • Provide appropriate positive recognition and disciplinary warnings.
  • Manage vacation requests, monitor attendance, and address lateness or absences.

Analytics :

  • Monitor and manage ticket databases to ensure project KPIs and SLAs are met.
  • Regularly review daily reports to identify and resolve anomalies.
  • Create CRM / tool views for enhanced visibility and reporting.
  • Good understanding of Player Support tools and processes, key support metrics, and how to apply them.
  • Ability to read / interpret reports.

    • Communication :

  • Maintain awareness of project status and provide regular reports to Operations Manager.
  • Conduct regular quality control checks, identifying coaching opportunities within project processes.

    • Business :

  • Create CRM / tool views for enhanced visibility and reporting.
  • Develop training materials and assist in identifying areas for training material enhancement.

    • Requirements :

  • Native level Japanese(JLPT N1 or above) and business level English skills
  • Over 2 years of experience in customer support Shift lead or similar mentorship role.
  • Flexibility in Shift Schedule.
  • Familiarity with Zendesk.

    • You'd be a great fit for this role if you have :

  • Ability to multitask and prioritize efficiently; work well under pressure and be flexible to change
  • Strong leadership skills and decision-making abilities; power to lead by example, encouraging others to keep a high standard of accuracy
  • Conflict management skills and providing constructive feedback
  • Ability to understand and meet deadlines
  • Self-motivation, innovative and analytical skills with strong attention to detail and accuracy
  • Ability to evaluate personnel and identify talent
  • Familiarity with Helpshift, Zendesk or other ticketing platforms, Google suite
  • Flexibility with working weekends

    • 1998年以来、私たちはゲームプレイヤーが、彼らの大好きなゲームと向き合う方法を再構築することをミッションとし、26か国70か所以上のスタジオに12,000人以上のプロフェッショナルを擁するグローバルチームに成長しました。

    AAAタイトルから、インディーズスタジオまで広範囲にわたり、テクニカルサポート、コミュニティマネジメント、トラスト&セーフティのサービスを提供しています。

  • 1対1のコーチングセッションを実施する
  • KPIとSLAが達成できるよう、チケットデータベースを監視・管理する
  • CRM・ツールビューを作成し、可視性とレポートを強化する
  • CRM・ツールビューを作成し、可視性とレポートを強化する
  • N1以上）と英語能力(ビジネスレベル)を持っている
  • Shift Lead・SV・Mentorとして2年以上の経験
  • Zendeskの使用経験
  • Helpshift、Zendesk、またはその他のお問合せプラットフォーム、Google Suiteに精通している

    • Requirements

    Benefits

  • Fixed term contract (契約社員)
  • Commuting Allowance : Up to ¥30,000 / Month
  • Work from home allowance : Up to ¥10,000 / 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
  • Employee Share Purchase Plan (ESPP)
  • Referral program
  • Medical check-up
  • Company Events
  • 3 万円を上限とし、オフィスへの出社日数に応じて実費支給）
  • 1万円）
  • BBQ、忘年会などオフラインでのイベントも多数）

    • Working hours and days off

  • Working hours : 1 hour break and 8 hours of work
  • Days off : 2 days off a week based on shift schedule, national holidays
  • 5日勤務 ）、実働8時間／日
  • 2日（シフトによる）、祝日

    • Others

    Our recruitment team will conduct full online recruitment process. Looking forward to your applications!

    Privacy Agreement :

    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 .

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    Customer Support • Hokkaido, Japan