Keywords Studios

Customer Support Team Lead – Bilingual, Japanese

Keywords Studios

full-time

Posted on:

Location Type: Hybrid

Location: Pasig • Philippines

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Job Level

Senior

About the role

  • 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.
  • Good understanding of Player Support tools and processes, key support metrics, and how to apply them.
  • Ability to read/interpret reports.
  • Maintain awareness of project status and provide regular reports to Operations Manager.
  • Conduct regular quality control checks, identifying coaching opportunities within project processes.
  • Create CRM/tool views for enhanced visibility and reporting.
  • Develop training materials and assist in identifying areas for training material enhancement.

Requirements

  • Native level **Japanese (Preferably JLPT N1)** and excellent **English **skills
  • Experience in Customer Support in an Operations Team Lead capacity
  • Flexibility in Shift Schedule.
  • **You'd be a great fit for this role if you 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
Benefits
  • Non-taxable Allowances
  • HMO and Life Insurance
  • Paid Time Offs
  • Annual Wellness Subsidy
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SupportOperations Team LeadProject ManagementQuality ControlTraining Material DevelopmentKPI ManagementSLA ManagementReport InterpretationCoachingConflict Management
Soft Skills
LeadershipDecision-MakingMultitaskingPrioritizationSelf-MotivationAnalytical SkillsAttention to DetailFlexibilityInnovative ThinkingConstructive Feedback
Certifications
JLPT N1