Customer Support Team Lead (Chinese/English Proficient)

Keywords Studios is a global team of professionals that provides a wide range of solutions for video games developers and publishers. As the Player Engagement Team Lead, you will play a key role in ensuring the success of our projects and leading teams of specialists.

Requirements

• Leadership: 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.
• Business level proficiency in English
• Native proficiency in Chinese
• 3 years of experience in customer support
• Open to shift-based work
• 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

Benefits

• WFH Internet Subsidy: TWD1,000/Month
• Full Statutory Insurances and Pension Program
• Paid Annual Leave
• Sick Leave
• Employee Assistant Program
• Referral Program
• Annual Health Check-up
• Company Events