Customer Support Team Lead (Chinese/English Proficient) - Remote

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.

In Short

• 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.
• Serve as an escalation point for client's customer issues.
• Train, coach shift leads, and conduct weekly one-on-one coaching sessions.
• Monitor and manage ticket databases to ensure project KPIs and SLAs are met.
• Maintain awareness of project status and provide regular reports to Operations Manager.
• Create CRM/tool views for enhanced visibility and reporting.
• Develop training materials and assist in identifying areas for training material enhancement.
• Conduct regular quality control checks, identifying coaching opportunities within project processes.

Requirements

• Proficient in Chinese and English.
• Experience in customer support or team leadership.
• Strong analytical skills and understanding of support metrics.
• Excellent communication skills.
• Ability to train and coach team members.

Benefits

• Opportunity to work in a global team.
• Engage with the gaming community.
• Professional development opportunities.