Keywords Studios is hiring a
Operations 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

• Strong English skills
• Previous experience at work in a similar position in a corporate environment
• 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

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

Benefits

• HMO and Life Insurance
• Paid Time Offs and CTO
• Non-taxable Allowances
• Annual Wellness Subsidy