Job Overview
As a Senior Customer Support, you will be a key player in the rapidly growing global game operations team as we take more of our portfolio into new markets. You will be leading a team of enthusiastic and self-driven customer support specialists to deliver the best gaming experience to our players on the G123 platform.
The Role
- Lead and maintain a positive team environment
- Oversee day-to-day customer support activities (respond to user inquiries, write copy for in-game updates, support social media marketing, etc.)
- Coordinate with other managers, department director, HR, and other designated contacts within the organization (Japanese/English)
- Monitor and evaluate on team performance, tool or process improvements, and development opportunities
Requirements
- English : Full professional proficiency
- Japanese : Full professional proficiency (JLPT N1 or equivalent)
- Experience in management or leadership roles within support or operations in the gaming industry, especially with localization as a main focus (3 years or more)
- A strong understanding of English speaking player base
- Passionate gamer with knowledge of video game terminology and language (RPGs)
- Ability to adapt to a fast-paced, multicultural environment where growth and change are constant
- Flexibility, ability to deal with uncertainty and prioritize tasks
Good to have
- Expertise in relevant CS/CRM tools, processes, and methodologies
- Experience in managing company or brand social media channels (Facebook, Twitter, etc.)
- Experience of handling multiple projects at the same time
- Fluency in other languages (Korean, Traditional Chinese, etc.)
- Japan-related experience
Benefits
- Visa sponsorship
- Free lunch catering (*after 3 months of employment) and breakfast
- Free in-office Starbucks, tea, drinks, snacks, sweets amp; vitamins/supplements
- Modern office space in the heart of Tokyo, with views of Tokyo Tower and Mount Fuji
- Industry-leading work-life harmony: overtime is rare and discouraged
- Commute expenses covered
- 30,000 yen rent support if you live 2 stops from Roppongi 1-chome or Kamiyacho stations
- Bonus for continuous employment (50,000 yen/month added to base salary after 5 years of continued employment)
- Health insurance
- Diverse amp; international environment
- Working hours: 10:00 19:00, Monday to Friday (in-office)
We Offer
- Autonomy and ownership: you can be solely responsible for top-performing games
- Purpose-driven work: The chance to contribute to our growth in the the global video game industry, using cutting-edge technologies such as our internal AI ads tool
- Career advancement: We offer rapid promotions for those contributing to the international expansion
- Evolving responsibilities matching your personal skills to build your own path