Keywords Studios is hiring a Customer Support Team Lead to serve as the key point of contact between our studio and clients, ensuring project success and outstanding player experiences. In this role, you will lead, motivate, and develop teams of specialists, acting as a bridge for communication and operational excellence.
What You'll Do
- Manage, set goals for, and lead teams of specialists of varied sizes, both locally and remote.
- Proactively address project issues with teams and the Project Manager to prevent disruptions.
- Uphold studio policy, process, and security standards and ensure project-related knowledge bases are up-to-date.
- Serve as an escalation point for the client's customer issues.
- Train and 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.
- 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.
- Maintain awareness of project status and provide regular reports to the Operations Manager.
- Conduct regular quality control checks, identifying coaching opportunities within project processes.
- Develop training materials and assist in identifying areas for training material enhancement.
What We're Looking For
- Business-level proficiency in English.
- Native proficiency in Chinese.
- 3+ years of experience in customer support.
- Openness to shift-based work.
Nice to 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 experience providing constructive feedback.
- Ability to understand and meet deadlines.
- Self-motivation, innovation, 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, and the Google suite.
- Flexibility with working weekends.
Technical Stack
- Helpshift
- Zendesk
- Google Suite
- Ticketing platforms
Team & Environment
You will lead teams of specialists of varied sizes, managing both local and remote members, and report directly to the Operations Manager.
Benefits & Compensation
- WFH Internet Subsidy: TWD 1,000/Month
- Full Statutory Insurances and Pension Program
- Paid Annual Leave
- Sick Leave
- Employee Assistant Program
- Referral Program
- Annual Health Check-up
- Company Events
Work Mode
This is a remote position open to candidates based in Taipei, Taiwan.
Keywords Studios is an equal opportunity employer.
