Customer Support Shift Lead

Summary

Join Keywords Studios as a Shift Lead and ensure smooth operations during your shift. Oversee agents' daily performance, providing guidance and feedback while fostering a positive work environment. Troubleshoot technical issues, support training, and act as a liaison between clients and the team. Conduct audits, handle mass responses, and adapt priorities based on project needs. This role requires excellent English and Mandarin Chinese skills, leadership expertise, strong communication, and the ability to work under pressure. The ideal candidate will have 3 years of customer support experience and experience in a shift lead or similar role.

Requirements

• Excellent English and Mandarin Chinese 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
• Business level proficiency in English
• Native proficiency in Chinese
• 3 years of experience in customer support
• Open to shift-based work

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
• 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
• Adapt priorities based on project queue volume changes to align with client needs
• Complete daily tasks, including ticket management

Preferred Qualifications

• Related experience as a Shift Lead, or any agent role under Customer Service or 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

• WFH Internet Subsidy : TWD1,000/Month
• Full Statutory Insurances and Pension Program
• Paid Annual Leave
• Sick Leave
• Employee Assistant Program
• Referral Program
• Annual Health Check-up
• Company Events