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About the Role
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.
Responsibilities
- Oversee agents' daily performance, ensuring effective feedback.
- Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment.
- Support training, coaching, and inquiries for both new and existing team members.
- Execute QC tasks, resolve technical issues, maintain equipment, and ensure safety standards.
- Serve as a liaison between clients and the Keywords team, addressing complex issues.
- Disseminate project details clearly to agents, ensuring current and accurate information.
- Conduct ongoing audits on macros and knowledge base materials.
- Handle mass responses when necessary.
- Adapt priorities based on project queue volume changes to align with client needs.
- Complete daily tasks, including ticket management.
Requirements
- Excellent English skills
- 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
- Ability to work under pressure in a fast-paced environment
- Flexibility, proactivity
- Native Japanese & Business English level language skills
- Over 2 years of experience in customer support
Skills
- Leadership
- Communication
- Analytics
- Time/project management skills
- Understanding quality
- Business acumen
- Advanced knowledge of Excel/Google Spreadsheet is a plus
- Related experience as a leader, or any agent role under Player Engagement
- Ability to quickly absorb game knowledge and develop internal training processes
- Experience managing multiple projects simultaneously
- Strong leadership and communication skills
- Ability to create presentations and reports
- Experience in stakeholder management and customer interactions is a plus
Location
- East APAC, Japan, Tokyo
Work Type
- Hybrid
- Full time
- Contract
Experience Level
- Over 2 years of experience in customer support
Benefits
- Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation)
- Annual Leave
- Congratulation or Condolence leave
- Special Leave
- Employee Referral Program
- Numerous internal social events
- Casual dress and hairstyle
- No smoking in workspace (designated smoking room available)
- Employee Assistance Program (professional consultation/mental health support program)
- Relo Club Program (employee benefit program)
- Commuting Allowance (up to 30,000 yen per month, based on the number of days spent in the office)
- Telecommuting Allowance (Based on company regulations)
About the Company
- 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!
Equal Opportunity
- Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.
- Keywords is committed to creating a diverse, inclusive and supportive working environment.