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Player Support Team Lead

Our Team Leads are in charge of providing guidance, instruction and direction to their agents. Working on different projects, you will be required to create schedules, training and tasks based on the client’s requirement. You will work closely with the project manager putting both client and agent satisfaction as a priority.

• Providing direction to the team to ensure the customer requests are handled in a timely, efficient and knowledgeable manner
• Proactively resolve project issues with the team and project manager before they impact the project
• Constant monitoring and management of ticket databases to ensure quality and productivity are up to the Quality Control standards
• Responsible for the upkeep of the studio policy, process and security
• Provide reports to the project manager
• Act as an escalation point for our client’s customer
  
  Client communication
  · Own the position of daily client contact in a professional and courteous level for all assigned projects · Communicate important project related information directly to the client, including reports, tickets etc.
  
  Training & Coaching
  · Provide constructive performance feedback to agents · Complete the Quality Control review sheet for every agent and meet with them weekly to discuss about their performances

Requirements

• Passion for gaming
• Strong problem solving skills
• Leadership and communication skills
• 3 years + experience in Customer Support
• Relevant experience in a leadership position
• Fluent in English
• Fluent in Japanese

Benefits

• Commuting costs are covered up 30.000 JPY per month
• Social Insurance
• Internal events ( cherry-blossom viewing party, BBQ, Halloween, year-end party, etc.)
• Contract type: Fixed term contract