[Hiring] Customer Support Team Lead @Keywords Studios
Mar 25, 2025 - Keywords Studios is hiring a remote Customer Support Team Lead. 💸 Salary: up to ¥30,000/month commuting allowance, ¥10,000/month work from home allowance. 📍Location: Japan.
Role Description
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. You will be in charge of critical tasks, ensuring that everything runs smoothly and efficiently. One important part of your mission would be to lead, motivate, coach and train teams as well as creating schedules and performing tasks based on the clients’ requirements.
- 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.
- 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.
- Maintain awareness of project status and provide regular reports to Operations Manager.
- Conduct regular quality control checks, identifying coaching opportunities within project processes.
Qualifications
- Native level Japanese (JLPT N1 or above) and business level English skills.
- Over 2 years of experience in customer support Shift lead or similar mentorship role.
- Flexibility in Shift Schedule.
- Familiarity with Zendesk.
Requirements
- 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
- 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
- Employee Share Purchase Plan (ESPP)
- Referral program
- Medical check-up
- Company Events
Working hours and days off
- Working hours: 1 hour break and 8 hours of work
- Days off: 2 days off a week based on shift schedule, national holidays
Others
Our recruitment team will conduct full online recruitment process. Looking forward to your applications!
Privacy Agreement: By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at Applicant Privacy Notice .
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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. |
|
Salary
💸
up to ¥30,000/month commuting allowance, ¥10,000/month work from home allowance
|
Remote
Location
Japan
|
|
Job Type
contract
|
Posted
Mar 25, 2025
|
| 📍 | 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. |
