Customer Support Team Lead

<p>Keywords Player Support is a fast-growing service line of the Keywords Studios company that offers customer support in the exciting gaming industry!</p><p>Pioneers &amp; Leaders for over 20 years, we have been the premier international provider of services for companies that publish<br/>and develop various games.</p><p><br/>Keywords now have an exciting opportunity for a Customer Support Team Lead for the team handles inquires from Japanese speaking customers. We expect this position to be in charge of the day-to-day project management and people management. This team size is about 20 people.</p><p><br/></p><ul> <li>The day-to-day communication with the client </li> <li>Attend the regular basis meeting with the client</li> <li>Improve and suggest the workflow and any other things within the team</li> <li>Ensure the service meets the client's expectation </li> <li>Manage agents and train/coach them when necessary</li> <li>Create documents and reports</li> </ul><p><strong>Requirements</strong></p><p><strong>Mandatory</strong></p><ul> <li>Business level of Japanese (JLPT N2 or above) and English</li> <li>3+ years of customer support experience</li> <li>Leadership skill and problem solving skill</li> <li>Experience in managing the team or leading the team</li> <li>Experience of a client facing role</li> <li>Knowledge of MS office and Google Workspace</li> <li>Interest of games</li> </ul><p><br/></p><p><strong>Desired</strong></p><ul> <li>Experience in gaming or tech industry</li> <li>Experience in working in international environment</li> </ul><p>We are looking for someone</p><ul> <li>Works spontaneously</li> <li>Has strong communication skill</li> </ul><p><br/></p><p><strong>Benefits</strong></p><ul> <li>Transportation Allowance：Up to ¥30,000/Month</li> <li>Social Insurance: Full Shakai Hoken（健康保険、厚生年金、雇用保険、労災保険）</li> <li>Language support program</li> <li>Referral program</li> <li>Employee Share Purchase Plan</li> <li>Visa support</li> <li>Annual medical check-up</li> <li>Flu shot support</li> <li>Employee <a href="https://keywordsstudios.sharepoint.com/sites/KeywordsInternationalHRTokyo/SitePages/Employee-Benefits.aspx#employee" rel="nofollow noreferrer noopener" target="_self"></a>Assistance <a href="https://keywordsstudios.sharepoint.com/sites/KeywordsInternationalHRTokyo/SitePages/Employee-Benefits.aspx#assistance" rel="nofollow noreferrer noopener" target="_self"></a>Program</li> <li>Benefit Program</li> <li>Company Events</li> <li>No Dress Code</li> <li>Casual and fun work environment</li> </ul><p><br/></p><p>■Others■</p><ul> <li>Working hours: 10:00～19:00（1 hour break and 8 hours of work）</li> <li>Holidays: Weekends and national holidays</li> <li>Contract type: Fixed term contract（契約社員）*The first contract will be a year contract.</li> <li>Paid Annual Leave: 10 days in the first year *You will be entitled after 6 months of work</li> <li>Marriage and child birth leave</li> <li>Condolence leave</li> <li>Summer and Winter holidays</li> </ul><p>※We are currently working the hybrid style of WFO and WFH. This may be changed in the future.</p><p><br/></p><p>■Recruitment flow■</p><p>Apply&gt; 2-3 Online interviews &gt; Offer</p><p>*This process may be changed</p><p>*The interviews are conducted in English and Japanese</p><p>*All process should be done online</p>