Customer Support Shift Lead @Keywords Studios

[Hiring] Customer Support Shift Lead @Keywords Studios

Apr 04, 2025 - Keywords Studios is hiring a remote Customer Support Shift Lead. 💸 Salary: unspecified. 📍Location: Japan.

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Role 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.

Oversee agents' daily performance, ensuring effective feedback.
Provide guidance and feedback to agents during their shifts, fostering and maintaining a positive work environment.
Support training, coaching, and inquiries for both new and existing team members.
Execute QC tasks, resolve technical issues, maintain equipment, and ensure safety standards.
Serve as a liaison between clients and the Keywords team, addressing complex issues.
Disseminate project details clearly to agents, ensuring current and accurate information.
Conduct ongoing audits on macros and knowledge base materials.
Handle mass responses when necessary.
Good time/project management skills (plan recurring work, pick the right priorities).
Adapt priorities based on project queue volume changes to align with client needs.
Complete daily tasks, including ticket management.

Qualifications

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. Advanced knowledge of Excel/Google Spreadsheet is a plus.
Ability to work under pressure in a fast-paced environment.
Flexibility, proactivity.

Requirements

Native-level proficiency in Japanese.
Business level English language ability.
Open to shift-based work & occasional work in the office based on business needs.
Related experience as a Shift Lead, 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.

Benefits

Fixed term contract (契約社員).
Commuting Allowance: Up to ¥30,000/Month.
Work from home allowance: Up to ¥10,000/Month.
Social Insurance: Full Shakai Hoken（健康保険、厚生年金、雇用保険、労災保険）.
Paid Annual Leave.
Sick Leave.
Employee Assistant Program.
Language Program.
Referral program.
Medical check-up.
Company Events.

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Before You Apply

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📍	Be aware of the location restriction for this remote position: Japan
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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Customer Support Shift Lead @Keywords Studios

Customer Service

Salary 💸 unspecified	Remote Location Japan
Job Type contract	Posted Apr 04, 2025

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️

📍	Be aware of the location restriction for this remote position: Japan
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

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[Hiring] Customer Support Shift Lead @Keywords Studios

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