Customer Support Team Lead (Chinese/English Proficient)

Join us in our mission to build engaging player communities and offer outstanding experiences!

As the Player Engagement Team Lead, you will play a very important role in ensuring the success of our projects, being the bridge between Keywords Studios and our valued clients.

Key responsibilities include:

• Managing, setting goals, and leading teams of specialists of varied sizes, both locally and remote.
• Proactively addressing project issues with teams and Project Manager to prevent disruptions.
• Upholding studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date.
• Serving as an escalation point for client's customer issues.
• Training, coaching shift leads, and conducting weekly one-on-one coaching sessions.
• Providing appropriate positive recognition and disciplinary warnings.
• Managing vacation requests, monitoring attendance, and addressing lateness or absences.

Analytics:

• Monitoring and managing ticket databases to ensure project KPIs and SLAs are met.
• Regularly reviewing daily reports to identify and resolve anomalies.
• Creating CRM/tool views for enhanced visibility and reporting.

Communication:

• Maintaining awareness of project status and providing regular reports to Operations Manager.
• Conducting regular quality control checks, identifying coaching opportunities within project processes.

Business:

• Creating CRM/tool views for enhanced visibility and reporting.
• Developing training materials and assisting in identifying areas for training material enhancement.

Requirements:

• Business-level proficiency in English.
• Native proficiency in Chinese.
• 3 years of experience in customer support.

Additionally, best to have:

• Ability to multitask and prioritize 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 keep a high standard 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.