Customer Support Shift Lead

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. 🚀🔥

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

Leadership:

• 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.

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;

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

• 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. Advanced knowledge of Excel/Google Spreadsheet is a plus;
• Ability to work under pressure in a fast-paced environment;
• Flexibility, proactivity.

What do we offer?

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.

Requirements

• Native Japanese & Business English level language skills.
• Over 2 years of experience in customer support.

*Additional requirements are added in the internal announcement.

Additionally, best to have

• 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

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)

待遇・福利厚生

• 社会保険完備
• 有給休暇
• 慶弔休暇
• 特別休暇
• 社員紹介制度
• 社内イベント多数 （お花見、BBQ、忘年会などオフラインでのイベントも多数🎉）
• 服装、髪型自由
• 屋内原則禁煙（オフィス内に喫煙室あり）
• EAP従業員支援プログラム
• 福利厚生プログラム（リロクラブ)
• 交通費支給（月額 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）
• 在宅勤務手当（社内規定による）

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

勤務スケジュールと休日

• スケジュール：土日を含むシフト制（週5日勤務 ）、実働8時間／日
• 休日：週2日（シフトによる)

Privacy Notice

By applying, you acknowledge that your personal information will be processed in accordance with our Applicant Privacy Notice: Applicant Privacy Notice (https://www.keywordsstudios.com/en/applicant-privacy-notice).

今回の応募において個人情報をお送りいただくと、弊社の求職者向けプライバシー通知（Applicant Privacy Notice (https://www.keywordsstudios.com/en/applicant-privacy-notice)）に則り、ご自身の個人情報が収集、処理されることに同意したとみなされます。

Keywords is committed to creating a diverse,  inclusive and supportive working environment. 
Keywords は、多様性を尊重し、インクルーシブでサポート体制の整った職場環境づくりに取り組んでいます。

Role Information: EN

Studio: Keywords Studios International Japan

Location: East APAC, Japan, Tokyo

Area of Work: Player Engagement

Service: Engage

Employment Type: Contract

Working Pattern: Full time, Hybrid

Native Japanese & Business English level language skills. Over 2 years of experience in customer support.