Keywords Studios

Role Description The Customer Success Manager will be responsible for driving product adoption and supporting customer retention and growth across a portfolio of mid-market clients. Working in close partnership with Account Managers, this role focuses on enabling customers to achieve their business objectives through effective use of the Helpshift platform, delivering measurable outcomes through a data-driven and strategic approach. As part of a global organization, the role requires strong cross-functional collaboration across diverse teams and cultures. The ideal candidate brings demonstrated experience supporting mid-size global gaming companies, combining strong business acumen, critical thinking, and a data-informed mindset to deliver consistent value for both customers and Keywords. Key Responsibilities: - Leadership: - Collaborate directly with the Account Manager (AM) to manage a portfolio of customers and partner on value creation, with the joint goal of driving successful customer renewal and account growth. - Be the Helpshift product expert from the business user perspective, becoming a trusted, strategic advisor for your customers. - Advocate for customer needs cross-departmentally and manage issue escalation to the development team as needed. - Communication: - Work with customers to establish critical goals, or other key performance indicators that aid them in achieving their goals and demonstrating the value of Helpshift to their organization. - Jointly with your AMs, create and present quarterly business review to your customers. - Communicate your technical knowledge of Helpshift’s platform educating clients on best practices regarding SDK configurations, Key features and internal Dashboard administration. - Analytics: - Execute 1:many success programs to impact target customers facilitated by data and maturity of their product usage. - Use a combination of data and anecdotes to help work through ambiguity and deliver results that benefit both customers and Keywords. - Prepare post-meeting reports after quarterly business reviews with clear action items forming customer roadmap for the coming quarters. - Business: - Support the AM's commercial objectives by serving as the customer’s advocate throughout the duration of the contract lifecycle, from successful completion of the onboarding process to the identification and development of upsell opportunities. - Manage several projects and customers at one time, responding as needed to high priority client inquiries throughout the day, evening, and weekend when necessary. Qualifications - 3+ years of experience supporting Game Industry customers. - Experience managing 30–40 SMB and mid-market customers simultaneously. - Strong team player with high EQ and a customer-obsessed mindset. - Strong critical thinking, problem-solving, and project management skills. - Commercial awareness and business creativity, with a process-driven and execution-oriented approach. - Data-driven mindset with high attention to detail and ability to act as a trusted advisor for customers. - Ability to work through ambiguity and adapt quickly in a fast-paced, growing, and deadline-driven environment. - Excellent written and verbal communication skills. - Self-motivated and able to operate effectively in a remote environment. - Willingness to travel as required. Benefits - Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. - We endeavor to create a workplace which provides equal opportunities for all employees and potential employees. Company Description Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

• Drive the annual review process including creating self-evaluation forms and tracking completion • Calculate and facilitate performance awards based on regional salary averages; coordinate payments through the Workday ticketing system. • Partner with regional HR and People Managers to correctly administer disciplinary actions or performance plans (PIPs) for the global team. • Act as the point of contact for "One File" evaluations and global KPI updates within Workday. • Track medical leaves, "Leaver Alerts," and time-off requests, coordinating closely with regional HR (e.g., Canada, Germany, Spain). • Conduct monthly and bi-weekly audits of local tracking tools for the US, Canada, and Mexico to ensure payroll accuracy. • Coordinate hardware needs with the Technology Operations Manager, schedule regional L&D inductions, and conduct intro check-ins during the first 90 days. • Manage the "Project Hardware Matrix." For freelancers, ensure all serial numbers, KWS tags, and return values are documented in contracts before shipping. • Execute all offboarding tracking tasks and "Leaver" updates for departing staff. • Ensure specific regional legal requirements are met • Proactively look to solve issues and bottlenecks in processes and systems delaying or preventing the team delivering high quality work

• serve as the essential link between our clients and the gaming community • investigating and delivering prompt, quality responses to players' questions • providing valuable feedback to our developers • dynamic workspace • continuous growth opportunities • making a meaningful impact

Role Description As a Player Engagement Agent, you'll serve as the essential link between our clients and the gaming community. Your responsibilities include: - Investigating and delivering prompt, quality responses to players' questions. - Providing valuable feedback to our developers. - Joining a dynamic workspace with continuous growth opportunities. - Making a meaningful impact in the gaming community. Qualifications - Mastery in C1-C2 level French proficiency, with English at B2 level or higher. - Excellent communication skills for effective player support. - Flexibility to adapt to various situations and player needs. - Accountability and reliability in handling player inquiries and issues. - Proactivity in identifying and addressing player concerns. - Proficiency in navigating knowledge bases for efficient support. - Basic troubleshooting skills to assist players with technical challenges. - Availability for full-time work, including weekends (Saturday and Sunday). Requirements - Deliver excellent customer support to players. - Investigate and resolve player inquiries promptly through ticketing, email, or chat. - Assist internal teams with project-related requests, ensuring smooth collaboration. - Gather and deliver player feedback according to established procedures. - Provide translations when required to ensure seamless communication. - Maintain accurate and detailed reports to keep processes streamlined. - Ensure prompt escalation of issues following established procedures. - Contribute to smoother support processes with personalized macros and knowledge base. - Participate in maintaining high-quality standards through the QC process. - Master the gameplay knowledge of our products to serve players better. - Familiarity with Helpshift/Zendesk or other CRM tools for seamless support. - Knowledge of macros customization for streamlined responses. - Experience with MS Office or Google Suite apps for documentation. Benefits - Remote work with all necessary equipment provided, including a computer, keyboard, headset, and mouse. - Option to visit our office at the Global Office Park in Katowice. - Attractive benefits package including private medical care option, My Benefit system, Multisport card, a subsidy for glasses, and the Employee Assistance Program. - Professional development opportunities such as online learning platform, training sessions, and open vacancies exclusively for internal candidates. - Employee referral program with rewards for inviting friends to join. - Unique chance to look behind the scenes of the gaming industry and collaborate with people from all over the world.

• Reviewing all incoming community interactions on different social media platforms and communicating directly with players. • Responding to comments and player queries in a timely manner. • Creating engaging content for social media. • Assisting the developer by forwarding them important information from all the issues you handle with customers. • Helping foster and maintain a safe and welcoming environment for a game community. • Moderating discussions and comments following set community guidelines. • Proactively suggesting new ways to grow and care for your community. • Creating and updating corresponding documentation and reports as needed.

• Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and solutions. • Handle complex technical and in-game cases with minimal supervision, ensuring high customer satisfaction. • Document solutions and insights into internal and client-facing knowledge bases. • Completely non-scripted problem-solving. • Leverage admin tools to diagnose player issues, detect patterns, and escalate bugs or urgent concerns. • Analyze support data to identify trends, root causes, and recurring pain points. • Propose and lead initiatives aimed at increasing efficiency, automation, and overall support quality. • Generate regular reports and insights on performance, ticket behavior, player sentiment, and emerging game issues. • Collaborate with leadership to forecast support demand and evaluate the impact of game changes or events. • Engage in continuous learning and participate in critical thinking workshops, compliance refreshers, and feedback sessions. • Communicate directly and confidently with clients and internal teams at all levels. • Participate in regular syncs with clients to align support operations with game priorities. • Provide structured, data-backed feedback to improve client satisfaction and in-game experience. • Contribute to a feedback loop between players, clients, and internal support teams for continuous improvement.

• Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and solutions. • Handle complex technical and in-game cases with minimal supervision, ensuring high customer satisfaction. • Document solutions and insights into internal and client-facing knowledge bases. • Completely non-scripted problem-solving. • Leverage admin tools to diagnose player issues, detect patterns and escalate bugs or urgent concerns. • Analyze support data to identify trends, root causes and recurring pain points. • Propose and lead initiatives aimed at increasing efficiency, automation and overall support quality. • Generate regular reports and insights on performance, ticket behavior, player sentiment and emerging game issues. • Collaborate with leadership to forecast support demand and evaluate the impact of game changes or events. • Communicate directly and confidently with clients and internal teams at all levels. • Participate in regular syncs with clients to align support operations with game priorities. • Provide structured, data-backed feedback to improve client satisfaction and in-game experience. • Contribute to a feedback loop between players, clients and internal support teams for continuous improvement.

Role Description We are looking for a Tier 3 Agent who has customer-facing experience, high-level technical support handling deep network and device isolation, and escalating verified bugs. - Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and solutions. - Handle complex technical and in-game cases with minimal supervision, ensuring high customer satisfaction. - Document solutions and insights into internal and client-facing knowledge bases. - Completely non-scripted problem-solving. - Leverage admin tools to diagnose player issues, detect patterns and escalate bugs or urgent concerns. Analytical Thinking and Process Improvement - Analyze support data to identify trends, root causes and recurring pain points. - Propose and lead initiatives aimed at increasing efficiency, automation and overall support quality. - Generate regular reports and insights on performance, ticket behavior, player sentiment and emerging game issues. - Collaborate with leadership to forecast support demand and evaluate the impact of game changes or events. - Engage in continuous learning and participate in critical thinking workshops, compliance refreshers and feedback sessions. Client and Stakeholder Engagement - Communicate directly and confidently with clients and internal teams at all levels. - Participate in regular syncs with clients to align support operations with game priorities. - Provide structured, data-backed feedback to improve client satisfaction and in-game experience. - Contribute to a feedback loop between players, clients and internal support teams for continuous improvement. Qualifications - Core Requirement: Elevated tech support or IT-level background with strong network troubleshooting skills. - Nice-to-Haves: Prior audio or Wi-Fi specific experience is a plus, but not mandatory. - The Mindset: We are looking for someone who excels at network troubleshooting. - Time Zone: Eastern Standard Time (EST). - Schedule: Monday to Friday. 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.keywordsstudios.com/en/applicant-privacy-notice .

Role Description We are looking for a Tier 3 Agent who has customer-facing experience, high-level technical support handling deep network and device isolation, and escalating verified bugs. - Act as a Subject Matter Expert across multiple titles, providing expert-level guidance and solutions. - Handle complex technical and in-game cases with minimal supervision, ensuring high customer satisfaction. - Document solutions and insights into internal and client-facing knowledge bases. - Completely non-scripted problem-solving. - Leverage admin tools to diagnose player issues, detect patterns and escalate bugs or urgent concerns. Analytical Thinking and Process Improvement - Analyze support data to identify trends, root causes and recurring pain points. - Propose and lead initiatives aimed at increasing efficiency, automation and overall support quality. - Generate regular reports and insights on performance, ticket behavior, player sentiment and emerging game issues. - Collaborate with leadership to forecast support demand and evaluate the impact of game changes or events. - Engage in continuous learning and participate in critical thinking workshops, compliance refreshers and feedback sessions. Client and Stakeholder Engagement - Communicate directly and confidently with clients and internal teams at all levels. - Participate in regular syncs with clients to align support operations with game priorities. - Provide structured, data-backed feedback to improve client satisfaction and in-game experience. - Contribute to a feedback loop between players, clients and internal support teams for continuous improvement. Qualifications - Core Requirement: Elevated tech support or IT-level background with strong network troubleshooting skills. - Nice-to-Haves: Prior audio or Wi-Fi specific experience is a plus, but not mandatory. - The Mindset: We are looking for someone who excels at network troubleshooting. - Proficient English language skills. Requirements - Time Zone: Eastern Standard Time (EST). - Schedule: Monday to Friday. Company Description 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! 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 Keywords Studios Applicant Privacy Notice .

- Support the development of high-quality game content and features, helping the team deliver on time and within the agreed scope and budget. - Plan, organise, monitor, and control project activities across one or more areas of development. - Prepare, maintain, and track production schedules, milestone plans, sprint plans, deliverables, risks, and dependencies. - Work closely with cross-discipline teams, including design, engineering, art, animation, technical art, QA, and external partners. - Coordinate work across distributed teams and help ensure that communication remains clear across locations, time zones, and disciplines. - Act as a key point of contact for clients and publishers, helping to manage feedback, priorities, approvals, and day-to-day production communication. - Support regular milestone deliveries, including planning, tracking, review preparation, and follow-up actions. - Help identify risks early and work with leads, the production team, and stakeholders to resolve blockers or adjust plans where needed. - Facilitate and chair meetings, including stand-ups, planning sessions, milestone reviews, client calls, and cross-discipline reviews. - Maintain clear documentation, meeting notes, action points, and status reporting. - Help ensure that team goals, ownership, and priorities are clearly defined and understood. - Work with leads to support team productivity, improve workflows, and manage team morale. - Support the onboarding and integration of new team members into the project. - Where relevant, support console submission planning, compliance tracking, build preparation, and coordination with QA and platform requirements.