Experienced Customer Support Team Lead - Player Engagement at blithequark

Are you a seasoned leader with a passion for delivering exceptional customer experiences? Do you have a knack for motivating and guiding teams to achieve their best? If so, we invite you to join blithequark, a global leader in the gaming industry, as our Customer Support Team Lead - Player Engagement.

About blithequark

Since 1998, blithequark has been on a mission to revolutionize the way players interact with their favorite games. With a global team of over 12,000 professionals spread across 70+ studios in 26 countries, we've grown into a powerhouse in the gaming industry. Our commitment to innovation, quality, and customer satisfaction has earned us a reputation as a trusted partner for video game developers and publishers worldwide.

Our Player Engagement Service Line

As a key player in the gaming industry, we offer a wide range of solutions to support game developers and publishers. Our Player Engagement Service Line provides technical support, community management, and trust & safety services for AAA and Indie studios. We're dedicated to building engaging player communities and delivering outstanding experiences that exceed our clients' expectations.

Role Overview

As our Customer Support Team Lead - Player Engagement, you'll play a critical role in ensuring the success of our projects. You'll be the bridge between blithequark and our valued clients, leading teams of specialists to deliver exceptional customer experiences. Your mission will be to:

• 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, 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

Key Responsibilities

* Leadership: + Manage teams of specialists to deliver exceptional customer experiences + Set goals and objectives for teams to achieve + Proactively address project issues with teams and Project Manager + Uphold studio policy, process, and security standards + Serve as an escalation point for client's customer issues + Train, coach shift leads, and conduct weekly one-on-one coaching sessions + Provide 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

Requirements

* Over 2 years' experience in player support or customer support equivalent

• Business level Japanese language skills & Business level English language skills
• 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

Benefits

* Fixed term contract (契約社員)

• Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation)
• Commuting Allowance: Up to ¥30,000/Month
• Work from home allowance: Up to ¥10,000/Month
• Paid Annual Leave
• Sick Leave
• Special Leave
• Employee Referral Program
• Language Program
• Employee Assistance Program (professional consultation/mental health support program)
• Relo Club Program (employee benefit program)
• No smoking in workspace (designated smoking room available)
• Medical check-up
• Casual dress and hairstyle
• Numerous internal social events / Company Events

Working Hours and Days Off

* Working hours: 1 hour break and 8 hours of work

• Days off: 2 days off a week based on shift schedule, national holidays

Working Schedule and Days Off

* Schedule: Shift-based (including weekends), 8 hours/day

• Days off: 2 days a week (based on shift schedule), national holidays

Why Join blithequark?

At blithequark, we're committed to creating a work environment that's inclusive, supportive, and empowering. We believe in the importance of work-life balance and offer a range of benefits to support our employees' well-being. Join us, and you'll have the opportunity to:

• Work with a global team of talented professionals
• Develop your skills and expertise in a dynamic and fast-paced industry
• Contribute to the success of our clients and the gaming industry as a whole
• Enjoy a range of benefits and perks that support your well-being and career growth

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we invite you to apply for this exciting opportunity. Please submit your application through our online portal, and our recruitment team will conduct a full online recruitment process.

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 https://www.blithequark.com/en/applicant-privacy-notice. Apply for this job