Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences!

Role Overview

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.

Requirements

What are we looking for Our Team Lead has a knack for the following skills:

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

You'd be a great fit for this role if you have:

Strong English skills;
Previous experience at work in a similar position in a corporate environment.
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 and to be on call occasionally is a plus

Benefits

What do we offer

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Benefits:

HMO and Life Insurance
Paid Time Offs and CTO
Non-taxable Allowances
Annual Wellness Subsidy

Phases of our recruitment journey:

You send us your application with your updated resume
After reviewing your candidacy, we'll invite you to our online language assessment (English) to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation and keep your phone close!
Once you submit your test, the assessment will take approximately 48-72 hours to be evaluated
If you pass the language test, we'll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It's a perfect chance to exchange questions and get to know each other better
If you pass the initial interview with TA, your profile (CV and Language Test) will be sent over to the hiring manager for further review. From there, we'll know if they'd be interested to setup a final interview with you
We'll proceed then to the job offer if your final interview goes well. Note that it will be a panel interview with some of our Operations Managers
At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

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 https://www.keywordsstudios.com/en/applicant-privacy-notice.

Role Information: EN

Studio: KWM

Location: Asia Pacific, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage:

Employment Type: Full Time, Permanent

Working Pattern: Hybrid

Player Engagement - Operations Team Lead (Gaming and Non-voice)

Permanent Work From Home - Non Voice