PE Team Lead // Chef d’équipe (internal recruitment only)

Since 1998, Keywords Studios has been on a mission to reshape how players interact with their favourite games. The company has grown into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

As the Player Engagement Team Lead, you will play a crucial role in ensuring the success of projects, acting as a bridge between Keywords Studios and valued clients. You will be responsible for critical tasks, ensuring smooth and efficient operations.

Role Overview As the Player Engagement Team Lead, you will lead, motivate, coach, and train teams, as well as create schedules and perform tasks based on client requirements.

Responsibilities Leadership

• Manage, set goals, and lead teams of specialists of varied sizes, both locally and remotely.
• Proactively address project issues with teams and Project Managers to prevent disruptions.
• Uphold studio policies, processes, and security standards, ensuring project-related knowledge bases are up-to-date.
• Serve as an escalation point for client customer issues.
• Train, coach shift leads, and conduct weekly one-on-one coaching sessions.
• Provide 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.
• Demonstrate a good understanding of Player Support tools and processes, key support metrics, and their application.
• Read and interpret reports.

Communication

• Maintain awareness of project status and provide regular reports to the 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

• Excellent English skills.
• At least 1 year of T&S Shift Lead experience.
• At least 1 year of Valve project experience.
• Full-time working in office role.
• Based in Montreal.

Nice to Have

• Ability to multitask and prioritise 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 maintain high standards 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.