Customer Support Team Lead

Summary

Join Keywords Studios as a Player Engagement Team Lead and play a crucial role in bridging Keywords Studios and valued clients, ensuring project success. Lead and motivate teams, create schedules, and perform tasks based on client needs. Monitor ticket databases, review reports, and create CRM views to meet KPIs and SLAs. Regularly report to the Operations Manager, conduct quality control checks, and develop training materials. This role requires native-level Japanese (JLPT N1 or above) and business-level English skills, along with over two years of experience in a customer support shift lead or similar mentorship role. The ideal candidate will possess strong leadership, communication, and analytical skills.

Requirements

• Native level Japanese(JLPT N1 or above) and business level English skills
• Over 2 years of experience in customer support Shift lead or similar mentorship role
• Flexibility in Shift Schedule
• Familiarity with Zendesk

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
• Good understanding of Player Support tools and processes, key support metrics, and how to apply them
• Ability to read/interpret reports
• Maintain awareness of project status and provide regular reports to Operations Manager
• Conduct regular quality control checks, identifying coaching opportunities within project processes
• Create CRM/tool views for enhanced visibility and reporting
• Develop training materials and assist in identifying areas for training material enhancement

Preferred Qualifications

• 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 providing constructive feedback
• Ability to understand and meet deadlines
• Self-motivation, innovative 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, Google suite
• Flexibility with working weekends

Benefits

• Commuting Allowance : Up to ¥30,000/Month
• Work from home allowance : Up to ¥10,000/Month
• Social Insurance: Full Shakai Hoken（健康保険、厚生年金、雇用保険、労災保険）
• Paid Annual Leave
• Sick Leave
• Employee Assistant Program
• Language Program
• Employee Share Purchase Plan (ESPP)
• Referral program
• Medical check-up
• Company Events