Keywords Studios

Customer Support

• Act as a subject matter expert on all supported titles, maintaining a deep technical understanding of game mechanics to provide high-tier troubleshooting and guidance.
• Manage and moderate social media and community platforms to ensure compliance with platform guidelines, community standards, and company policies
• Actively engage with community members to encourage constructive dialogue and positive participation
• Accurately assess user-generated content, distinguishing between sarcasm, humor, criticism, and genuine harassment or policy violations
• Enforce moderation actions consistently, fairly, and without bias, escalating issues as required
• Respond to community inquiries, concerns, and reports in a professional and empathetic manner
• Identify emerging community trends, risks, or recurring issues and communicate insights to internal stakeholders
• Support incident response and sensitive situations with sound judgment and discretion

Social Support Specialist – Community Management, Moderation

Recruitment

• Ensure Care AI performs accurately, safely, and in alignment with client tone and player expectations.
• Support AI Ops Managers and Platform Leads by owning the quality discipline around live AI performance.
• Monitor and continuously improve AI agent performance through structured review, feedback, root cause analysis, and measurable action.
• Design, maintain, and continuously improve the QA framework for Helpshift Care AI across various environments.
• Create clear quality standards for AI agent responses and develop QA criteria for new AI features.
• Conduct regular audits of AI agent interactions to identify performance trends and improvement opportunities.
• Act as a key guardian of client tone and player experience within Care AI deployments.
• Partner with cross-functional teams to translate findings into actionable insights and document recurring issues.

AI Ops Quality Manager, Helpshift Care

• **Role Overview**
• As Keywords continues to expand Helpshift Care AI across Player Engagement, quality remains a critical factor in successful AI adoption.
• As an AI Quality Analyst, you will help ensure Care AI performs accurately, safely, and in alignment with each client’s tone, standards, and player experience expectations. Working closely with AI Ops Managers, Platform Leads, Product, and Development teams, you will review AI performance, identify quality risks, and contribute to continuous improvement initiatives that help scale AI responsibly.
• This role is ideal for someone who is detail-oriented, analytical, and passionate about quality, player experience, and the future of AI-powered support.

AI Quality Analyst

AI Engineer

• Work closely with AI Ops Managers, client teams, and internal stakeholders to improve content quality and platform readiness.
• Provide practical findings and recommendations to support discovery, launch planning, and client adoption.
• Clearly communicate platform risks, content gaps, performance issues, and improvement opportunities.
• Analyze ticket trends, issue types, and support workflows to help identify viable Care AI use cases.
• Categorize tickets based on automation potential, complexity, and player impact.
• Monitor Care AI performance, including automation rates, escalation trends, unresolved topics, and player friction points.
• Identify recurring failure patterns, content gaps, and opportunities for platform optimization.
• Support the AI Ops Manager in preparing Helpshift Care AI for client onboarding, launch, hypercare, and BAU operations.
• Assist with platform setup, configuration checks, workflow readiness, routing logic, escalation paths, and knowledge source alignment.
• Review FAQs, help center content, macros, ticket examples, and support documentation to assess readiness for Care AI.
• Support Care AI launches by validating readiness, testing workflows, monitoring early performance, and identifying post-launch adjustments.
• Maintain documentation of platform actions, account status, known issues, improvements, and follow-up activities.
• Help build scalable templates, checklists, playbooks, and operating procedures that make Care AI deployments more repeatable.
• Conduct routine quality reviews to ensure Care AI responses are accurate, aligned with client tone, and safe for the player experience.
• Identify risks related to hallucination, poor source content, incorrect routing, unresolved issues, or low-confidence responses.
• Escalate risks quickly and support corrective action plans.
• Support internal enablement efforts by helping teams understand platform requirements and Care AI operating expectations.
• Help build stronger AI fluency across delivery teams through knowledge sharing and continuous improvement.

Platform Lead, Helpshift Care AI

• Proactively engage with clients to understand their goals, concerns, and operational needs throughout the Care AI lifecycle.
• Conduct regular check-ins, business reviews, and post-launch assessments to evaluate adoption, automation performance, client satisfaction, and expansion opportunities.
• Develop and deliver client-facing onboarding materials, enablement sessions, launch plans, and operational guidance.
• Serve as a trusted resource for both technical and non-technical stakeholders by explaining AI capabilities, operational considerations, and best practices in a practical way.
• Monitor key performance indicators including automation rate, resolution quality, containment, escalation patterns, player experience, and operational impact.
• Use data to identify where Care AI is performing well, where improvements are needed, and where additional operational or product support may be required.
• Provide reporting and insights on pipeline movement, launch status, risks, opportunities, and client outcomes.
• Analyze support workflows, ticket trends, knowledge bases, and client pain points to identify automation opportunities.
• Lead the onboarding process for clients adopting Helpshift Care AI, from discovery through go-live and hypercare.
• Partner with client stakeholders and internal teams to define launch scope, success criteria, workflows, escalation paths, knowledge readiness, and reporting expectations.
• Work closely with Sales, Account Management, Client Success, and Operations to identify where Care AI can deliver meaningful value.
• Support discovery conversations by translating client pain points into practical and achievable AI use cases.
• Build value propositions and operational recommendations that help drive Care AI adoption.
• Capture client feedback, operational learnings, and launch insights to improve Care AI capabilities over time.
• Partner with Product, Solutions, Operations, and Platform teams to identify enhancements, address gaps, and prioritize improvements based on client needs.
• Define, document, and continuously improve AI Ops processes across qualification, onboarding, launch, hypercare, and BAU support.
• Create scalable playbooks, templates, best practices, and governance routines that make Care AI adoption more consistent and repeatable.
• Develop and conduct training for internal teams and clients on Care AI use cases, launch requirements, success measures, and operational best practices.
• Help build AI fluency across the organization by making complex concepts practical, approachable, and tied to real client outcomes.

AI Operations Manager

Designer

• Support the design team’s output across the business, working on a range of accounts and ensuring high standards are kept across every project.
• Become familiar with each brand or IP’s you’ll be working with. Have full understanding of the IPs you’re designing for, learning their brand book like the back of your hand, and knowing when you can stretch the rules and push the work further to fulfill the creative vision.
• Design skill & Craft - Have a strong eye for detail and obsess over every aspect of design craft, with an excellent understanding for typography and layout.
• Organisation & project management - work alongside project managers to ensure work meets the specs and deliverables required, as well as be able to deliver work under tight deadlines.
• Work closely with our Manila Team, offering feedback and guidance to ensure all aspects of design and motion meet the standards set.

Mid-Weight Designer – Fixed Term Contract

Research Scientist

• Design & Execute Research: Plan, design, and conduct a wide range of user research activities including usability testing, interviews, surveys, field studies, card sorting, and competitive analysis.
• Generate Insights: Synthesize qualitative and quantitative data from various sources to identify key user pain points, unmet needs, behavioral patterns, and mental models.
• Inform Product Strategy: Translate complex research findings into clear, compelling, and actionable insights and recommendations for product managers, designers, and engineers.
• Collaborate & Influence: Partner closely with product management, UX/UI designers, content strategists, and engineering teams to integrate research throughout the product lifecycle.
• Stakeholder Communication: Present research findings, methodologies, and strategic implications to stakeholders and leadership, effectively communicating the 'why' behind user behaviors.
• Build Research Practice: Contribute to the development and standardization of research processes, tools, and best practices within the design team.
• Drive User Empathy: Act as an advocate for the user, fostering a user-centered culture across the organization.
• Mentorship: Potentially mentor junior researchers or designers on research methodologies.

Senior UX Researcher

Customer Success Manager

• Collaborate directly with the Account Manager (AM) to manage a portfolio of customers and partner on value creation, with the joint goal of driving successful customer renewal and account growth
• Be the Helpshift product expert from the business user perspective, becoming a trusted, strategic advisor for your customers
• Advocate for customer needs cross-departmentally and manage issue escalation to the development team as needed
• Work with customers to establish critical goals, or other key performance indicators that aid them in achieving their goals and demonstrating the value of Helpshift to their organization
• Jointly with your AMs, create and present quarterly business review to your customers
• Communicate your technical knowledge of Helpshift’s platform educating clients on best practices regarding SDK configurations, Key features and internal Dashboard administration
• Execute 1:many success programs to impact target customers facilitated by data and maturity of their product usage
• Use a combination of data and anecdotes to help work through ambiguity and deliver results that benefit both customers and Keywords
• Prepare post-meeting reports after quarterly business reviews with clear action items forming customer roadmap for the coming quarters
• Support the AM's commercial objectives by serving as the customer’s advocate throughout the duration of the contract lifecycle, from successful completion of the onboarding process to the identification and development of upsell opportunities
• Manage several projects and customers at one time, responding as needed to high priority client inquiries throughout the day, evening, and weekend when necessary

Customer Success Manager – Video Games

Operations

• Drive the annual review process including creating self-evaluation forms and tracking completion
• Calculate and facilitate performance awards based on regional salary averages; coordinate payments through the Workday ticketing system.
• Partner with regional HR and People Managers to correctly administer disciplinary actions or performance plans (PIPs) for the global team.
• Act as the point of contact for "One File" evaluations and global KPI updates within Workday.
• Track medical leaves, "Leaver Alerts," and time-off requests, coordinating closely with regional HR (e.g., Canada, Germany, Spain).
• Conduct monthly and bi-weekly audits of local tracking tools for the US, Canada, and Mexico to ensure payroll accuracy.
• Coordinate hardware needs with the Technology Operations Manager, schedule regional L&D inductions, and conduct intro check-ins during the first 90 days.
• Manage the "Project Hardware Matrix." For freelancers, ensure all serial numbers, KWS tags, and return values are documented in contracts before shipping.
• Execute all offboarding tracking tasks and "Leaver" updates for departing staff.
• Ensure specific regional legal requirements are met
• Proactively look to solve issues and bottlenecks in processes and systems delaying or preventing the team delivering high quality work

Operations Coordinator – Community Management, Gaming

Community Manager

• Reviewing all incoming community interactions on different social media platforms and communicating directly with players.
• Responding to comments and player queries in a timely manner.
• Creating engaging content for social media.
• Assisting the developer by forwarding them important information from all the issues you handle with customers.
• Helping foster and maintain a safe and welcoming environment for a game community.
• Moderating discussions and comments following set community guidelines.
• Proactively suggesting new ways to grow and care for your community.
• Creating and updating corresponding documentation and reports as needed.

Freelance Community Manager, Chinese – Gaming

3D Artist

• Fournir un soutien technique à l'équipe artistique avec des outils et le moteur de jeu.
• Intégrer des modélisations de personnages et d'accessoires dans les moteurs de jeu et/ou des autres outils.
• Travailler en étroite collaboration avec les chargés de projet et l'équipe informatique sur des logiciels de collaboration et de gestion tels que Perforce.
• Vérifier la compatibilité technique et la conformité des models 3D par rapport à toutes les directives.
• Coordonner avec les membres de l'équipe provenant de différents fuseaux horaires.
• Maintenir, intégrer et améliorer le pipeline technique de création d'objets.
• Créer une documentation technique et une formation pour les artistes sur le pipeline de production.
• Créer des actifs 3D d'environnement/accessoires conformément à la direction artistique.
• Créer des actifs techniquement conformes.
• Créer des textures en tuiles uniques à l'aide de Substance Painter/Designer.
• Intégration de matériaux Substance Designer dans Unreal.