# Customer Support Team Lead for Player Engagement | Bilingual - Japanese

**Company**: Keywords Studios
**Location**: Pasig
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Operations
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q64141679

**Apply**: https://apply.workable.com/j/253E82B68A
**Canonical**: https://yubhub.co/jobs/job_0014f429-19d

## Description

We are seeking a Customer Support Team Lead for Player Engagement to join our team in Pasig, Metro Manila, Philippines. As a Team Lead, you will play a crucial role in ensuring the success of our projects, bridging the gap between Keywords Studios and our valued clients.

**Key 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.

**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 Japanese (preferably JLPT N1) and excellent English skills.

- Experience in Customer Support in an Operations Team Lead capacity.

- Flexibility in Shift Schedule.

**Benefits**

- Non-taxable Allowances

- HMO and Life Insurance

- Paid Time Offs

- Annual Wellness Subsidy

## Skills

### Required
- Japanese
- English
- Customer Support
- Operations Team Lead
- Shift Schedule