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.

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

Customer Support Team Lead – Bilingual, Japanese

Key skills