# Customer Support Team Lead (Chinese/English Proficient)

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

**Apply**: https://apply.workable.com/j/3529A30118?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_52495cb8-d67

## Description

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.

## Skills

### Required
- Leadership
- Project Management
- Customer Support
- Team Management
- Communication
- Analytical Skills
- Problem-Solving
- Time Management
- Multitasking

### Nice to have
- Helpshift
- Zendesk
- Google Suite
- Ticketing Platforms

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Source: [Apply at apply.workable.com](https://apply.workable.com/j/3529A30118?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)