Customer Support Team Lead - 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

• Lead and manage teams of specialists in customer support.
• Address project issues proactively to prevent disruptions.
• Train and coach team members, including shift leads.
• Monitor ticket databases to meet project KPIs and SLAs.
• Conduct quality control checks and provide feedback.
• Maintain awareness of project status and report regularly.
• Develop training materials for team enhancement.
• Familiarity with player support tools and processes.
• Flexibility in shift scheduling, including weekends.
• Native Japanese and business-level English skills required.

Requirements

• Over 2 years of experience in customer support leadership.
• Ability to multitask and prioritize efficiently.
• Strong leadership and decision-making skills.
• Conflict management and constructive feedback abilities.
• Familiarity with Zendesk and other ticketing platforms.

Benefits

• Opportunity to work in a global team.
• Engagement in the gaming industry.
• Professional development and training opportunities.
• Flexible working hours.