Project Manager

Summary

Join PTW's Player Support Team in Japan as an experienced Project Manager leading a remote team of 20+ supporting a AAA gaming partner. You will oversee four language-based teams, ensuring quality service delivery and collaborating closely with the client. Responsibilities include team management, KPI monitoring, communication, reporting, and staffing. The ideal candidate possesses extensive customer service experience, proven team leadership skills, and fluency in English and Japanese. This full-remote position offers competitive benefits, including salary increases, transportation expense coverage, flexible dress code, social insurance, paid leave, and more.

Requirements

• Minimum of 4 years of customer service and/or technical support experience in a contact centre
• Proven track record in managing and leading a small to mid-size team
• Effective verbal and written communication skills in English (C1 Level)
• JLPT N1 fluency in Japanese or higher
• Experienced in delivering excellent customer service via email and chat
• Ability to create, analyse, and present information confidently
• Team management experience
• Team player mentality

Responsibilities

• Lead the daily operations of the team, managing, coaching, and supporting 4 team leads and their teams
• Proactively monitor and improve service levels through KPI tracking and analysis, and implementing necessary changes, when required
• Act as the main point of contact both internally and externally with partner, proactively communicating and escalating in a timely manner, when required
• Responsible for checking and reviewing work and business reports before sending them to partner
• Accountable for creating presentations to support weekly, monthly, and quarterly business reviews to report on the performance of the team, including sharing insights to support the data and highlight opportunities for improvement
• Manage all staffing needs, including hiring, performance management, and vacation planning to ensure the team is running efficiently
• Develop formal coaching plans and provide support to team members
• Ensure the team follows all company security guidelines and take required action, if necessary
• Take on additional managerial tasks as needed
• Flexibility for meetings that may fall outside regular hours due to time zone differences

Preferred Qualifications

Gamer or understanding of games and ability to provide in-depth gaming (PC/console/mobile) troubleshooting and support

Benefits

• Salary increase available
• Transportation expenses paid
• Free dress and hairstyle
• Various types of social insurance
• Annual paid leave system
• Full remote