Customer Support Team Lead
Keywords Studios, Japan

Our Player Support Service Line is looking for an enthusiastic and experienced Player Support Team Lead with excellent Japanese and good English skills to work on different multilingual projects and work closely with the agents, clients and operations managers, whilst putting both client and agent satisfaction as a priority and owning the success of the projects.

Our Player Support Team Lead will also own the success of the projects and will be in charge of managing, leading, motivating, coaching and training to their teams as well as creating schedules and perform tasks based on the clients’ requirement.

• Manage, set goals, lead and motivate teams
  
• Proactively solve project issues with the teams and Project manager, before they impact the project.
• Make sure both the Project manager and teams are aware of project status;
• Constant monitoring and management of ticket databases to ensure quality and productivity are meeting project KPIs and SLAs;
• Create CRM/tool views for better visibility and reporting
• Check daily reports regularly to spot and address any anomalies
• Responsible for the upkeep of the internal policies, process and security.
• Provide reports to the project manager and client;
• Review agents’ daily reports and tickets for coaching opportunities;
• Perform regular quality control checks, according to the project’s defined process;
• Act as an escalation point for our client’s customers.
• Provide daily positive and constructive performance feedback to their team members;
• Provide both positive recognition and disciplinary warnings appropriately;
• Create training materials and help identify areas where training material may need revision;
• Conduct weekly one-on-one coaching sessions with assigned employees;
• Provide employees with metrics on their performance against project KPIs or SLAs.
• Train and coach shift leads
• Own the position of daily client contact in a professional and courteous level for all assigned project and find solutions to client requests effectively when possible.
• Verification of hours in the system within the payroll deadline and in respect of the various regulations;
• Manage and approve vacation requests and monitor employee attendance and flag late or absent employees;
• Ensure internal and/or external project-related knowledge bases are maintained
• Conduct Player support representative duties as and when required.

Requirements

• Excellent written, verbal and interpersonal communication skills in English and Japanese
• Understanding of Player Support tools and processes
• Firm understanding of key support metrics and how to apply them
• Ability to read/interpret reports
• Experience in conflict management and giving of constructive feedback;
• Experience in talent identification and management
• Familiarity with Helpshift, Zendesk or other ticketing platforms
• Familiarity with Google suite
• Intermediate skills with Google Sheets
• Experience working within Office 365
  

Benefits

• Fixed term contract ()
• Commuting Allowance : Up to 30,000/Month
• Work from home allowance
• Social Insurance: Full Shakai Hoken
• Paid Annual Leave
• Employee Assistant Program
• Language Program
• Employee Share Purchase Plan (ESPP)
• Referral program
• Medical check-up
• Company Events
• No Dress Code
• Casual and fun work environment

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

Job Rewards and Benefits