Team Lead, Player Engagement

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Keywords Studios Logo

Keywords Studios

πŸ“Remote - Philippines

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

Benefits

  • HMO and Life Insurance
  • Paid Time Offs and CTO
  • Non-taxable Allowances
  • Annual Wellness Subsidy
This job is filled or no longer available