Job: Player Support Lead (Game Industry)

Our client is looking for a bilingual (Japanese and English) Player Support Lead to join their squad and will be reporting to the PS Director. Shift schedule and days may require flexibility and with current needs over the weekend.

What You’ll Do Here:

• Be a Subject Matter Expert for the Support discipline for internal and external inquiries
• Challenge Support processes and own initiatives to create a better player experience from start to finish
• Build reports and curate data based for specific individuals on the team
• Perform quality control audits for our internal support team as well as review the audits from our external support team
• Assist with timely responses to sensitive escalations and flag urgent issues
• Display a professional, positive, and enthusiastic demeanor to employees and players
• Coordinate with Player Support and Marcomms team to ensure brand consistency
• Collaborate with the external Customer Support team to share and solve issues
• Coach and when needed performance manage the player support associates

Must Haves:

• Possess a deep knowledge about Sky and our player base
• 2+ Years of Customer service experience
• Proven productivity and quality results in a Live Service environment, and/or exceeded KPI expectations
• Proficient in troubleshooting technical issues and understanding root causes
• Proven good judgment in navigating and resolving sensitive situations online
• Ability to work under pressure in a fast-paced, high-volume environment with tight deadlines
• Be comfortable with change and needs of the team at a moment’s notice

Nice to Haves:

• Familiarity with Helpshift, or other CRMs like Zendesk
• Familiarity with Discord, Discord bot commands, and social media management is a huge plus

Gaming industry or live service background is a huge plus