Customer Support Shift Lead

4 days ago

Taipei Taipei City, Taiwan Keywords Studios Full time $104,000 - $130,878 per year

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

As a Shift Lead, you will be responsible for the smooth and effective operations during your shift. You'll troubleshoot technical issues with IT, offer assistance and coaching to new team members, and bridge the gap between agents and Team Leads. Your goal is to provide immediate assistance, direction and feedback to the team, contributing to the overall success of the project.

Requirements

  • Business level proficiency in English
  • Native proficiency in Chinese
  • 3 years of experience in customer support
  • Open to shift-based work

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

  • Related experience as a Shift Lead, or any agent role under Customer Service or Player Engagement
  • Ability to quickly absorb game knowledge and develop internal training processes
  • Experience managing multiple projects simultaneously
  • Strong leadership and communication skills
  • Ability to create presentations and reports
  • Experience in stakeholder management and customer interactions is a plus

Working hours and days off

  • Working hours: 8 hours of work + 1 hour of break
  • Rest days: 2 days off per week based on shift schedule; national holidays with compensation leave in-lieu

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 .

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