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Since 1998, we've been on a mission to transform how players connect with their favorite games, growing into a global powerhouse of over 12,000 pros spread across 70+ studios in 26 countries.
We're the go-to team for video game developers and publishers, offering everything from art and audio to testing, localization, and our rockstar Player Engagement service - currently our fastest-growing division. We deliver technical support, community management, and trust & safety services for AAA and indie studios across the gaming landscape.
Ready to help us build epic player communities and create unforgettable experiences? Let's do this! 🎮🔥
Role overview
As the Player Engagement Team Lead, you'll be the critical link between Keywords Studios and our clients. You'll be the operations mastermind, ensuring projects run like a well-oiled machine. Your mission? Lead, motivate, coach, and train teams while creating killer schedules that nail our clients' requirements. 🚀🔥
What are we looking for?
Leadership:
- Manage, set goals, and lead specialist teams of all sizes, both on-site and remote.
- Proactively tackle project challenges with teams and Project Managers to prevent any hiccups.
- Champion our studio's policies, processes, and security standards, keeping our knowledge bases razor-sharp.
- Be the escalation point for client customer issues.
- Train and coach shift leads through weekly one-on-one sessions.
- Handle performance recognition and disciplinary actions with finesse.
- Manage vacation requests, track attendance, and address any tardiness or absences.
Analytics:
- Monitor ticket databases to ensure we're crushing our project KPIs and SLAs.
- Dive into daily reports to spot and resolve any anomalies.
- Create CRM/tool views for next-level visibility and reporting.
- Deep understanding of Player Support tools, processes, and key metrics.
- Pro at reading and interpreting reports.
Communication:
- Stay on top of project status and deliver regular updates to the Operations Manager.
- Conduct quality control checks and identify coaching opportunities within our processes.
Business:
- Build CRM/tool views for enhanced reporting and insights.
- Develop training materials and help evolve our training approach.
Requirements
Requirements:
- Native-level Japanese (Preferably JLPT N1) and top-tier English skills
- Experience leading Customer Support Operations teams
- Flexible with shift schedules.
You're our ideal candidate if you:
- Can juggle tasks like a pro, work brilliantly under pressure, and pivot quickly
- Lead by example with strong leadership and decision-making skills
- Excel at managing conflicts and giving constructive feedback
- Always meet deadlines
- Bring self-motivation, innovation, and analytical thinking with laser-focused attention to detail
- Can spot and nurture talent
- Comfortable with Helpshift, Zendesk, or similar ticketing platforms, plus Google suite
- Cool with weekend work
Benefits
What do we offer?
Keywords Studios is committed to our Equal Opportunities Policy. We're building a workplace that offers equal opportunities for everyone.
Benefits:
- Non-taxable Allowances
- HMO and Life Insurance
- Paid Time Offs
- Annual Wellness Subsidy
Our recruitment process is fully online and remote. We value every application and review each candidate individually. Our team will get back to you ASAP about your application status. Interested in joining us? Hit that apply button! We can't wait to hear from you. #imaginemore
Role Information: EN
Studio: Keywords Studios
Location: Asia Pacific, Philippines
Area of Work: Player Engagement
Service: Engage
Employment Type: Permanent
Working Pattern: Hybrid
