Keywords Studios is hiring a
Customer Support Team Lead

Summary

Join us in our mission to build engaging player communities and offer outstanding experiences! As the Player Engagement Team Lead, you will play a very important role in ensuring the success of our projects, being the bridge between Keywords Studios and our valued clients.

Requirements

• Native level language skills in Traditional & Simplified Chinese & Business level language skills in English
• Experience in Customer Support
• Flexibility in Shift Schedule

Responsibilities

• Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote
• Proactively address project issues with teams and Project Manager to prevent disruptions
• Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date
• Serve as an escalation point for client's customer issues
• Train, 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
• Conduct regular quality control checks, identifying coaching opportunities within project processes
• Maintain awareness of project status and provide regular reports to Operations Manager
• Create CRM/tool views for enhanced visibility and reporting

Benefits

• Holidays – All Taiwan Public Holidays, without having to work on Saturdays to make-up bridged holidays
• Annual Health Check-Up Subsidy – Eligible to receive subsidy during the annual health check-up period, upon having completed probation at that time
• Employee Shares Purchase Plan – Eligible to take part in our Shares Purchase Plan which allows you to purchase our Company’s shares at a discount if you are on a Permanent or a Fixed Term Contract of minimum 6-months. Purchases are made on a biannual basis, in June and December
• Employee Assistance Program – All our employees have access to professional counsellors on any challenges they are facing, work or non-work related
• Festival Holidays Gift or Voucher – A small token from us to you in celebration of festival events