Description
As a Shift Lead, you will be responsible for the smooth and effective operations during your shift. You'll troubleshoot technical issues with IT, offer assistance and coaching to new team members, and bridge the gap between agents and Team Leads.
Your goal is to provide immediate assistance, direction and feedback to the team, contributing to the overall success of the project.
We are looking for someone with leadership skills, excellent communication skills, and the ability to read analytics and metric data.
The ideal candidate has:
- Excellent English skills;
- Leadership expertise – ability to interpret trends, spot hot issues, summarize, provide basic project suggestions;
- Leading by example and conflict management skills;
- Excellent communication skills;
- Ability to read analytics and metric data.
Additionally, you should have:
- Native Japanese & Business English level language skills;
- Over 2 years of experience in customer support;
- Related experience as a leader, or any agent role under Player Engagement;
- Ability to quickly absorb game knowledge and develop internal training processes;
- Experience managing multiple projects simultaneously;
- Strong leadership and communication skills;
- Ability to create presentations and reports;
- Experience in stakeholder management and customer interactions is a plus.
We offer:
- Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation);
- Annual Leave;
- Congratulation or Condolence leave;
- Special Leave;
- Employee Referral Program;
- Numerous internal social events;
- Casual dress and hairstyle;
- No smoking in workspace (designated smoking room available);
- Employee Assistance Program (professional consultation/mental health support program);
- Relo Club Program (employee benefit program);
- Commuting Allowance (up to 30,000 yen per month, based on the number of days spent in the office);
- Telecommuting Allowance (Based on company regulations).