Customer Support Team Lead

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Role overview

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. You will be in charge of critical tasks, ensuring that everything runs smoothly and efficiently. One important part of your mission would be to lead, motivate, coach and train teams as well as creating schedules and performing tasks based on the clients’ requirements. 🚀🔥

What are we looking for?

Leadership:

• 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.

Analytics:

• 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.

Communication:

• Maintain awareness of project status and provide regular reports to Operations Manager.
• Conduct regular quality control checks, identifying coaching opportunities within project processes.

Business:

• Create CRM/tool views for enhanced visibility and reporting.
• Develop training materials and assist in identifying areas for training material enhancement.
  

Requirements

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

You'd be a great fit for this role if you have:

• 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

• 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.
  

Privacy Agreement:

By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

今回の応募において個人情報をお送りいただくと、弊社の求職者向けプライバシー通知に則り、ご自身の個人情報が収集、処理されることに同意したとみなされます。詳細につきましては、弊社の求職者向けプライバシー通知（https://www.keywordsstudios.com/en/applicant-privacy-notice）をご確認ください。

通过在此申请中提供你的信息，即表示你了解我们将根据《申请人隐私声明》收集和处理你的信息。如需了解更多信息，请参阅我们的《申请人隐私声明》，网址为： https://www.keywordsstudios.com/en/applicant-privacy-notice。

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Our recruitment team will conduct full online recruitment process. Looking forward to your applications!