＜日本語は英文の後に続きます。＞ 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! 🎮🔥 Role overview As the Player Engagement Team Lead, you will play a very important role in ensuring the success of our projects, being the bridge between Keywords Studios and our valued clients. You will be in charge of critical tasks, ensuring that everything runs smoothly and efficiently. One important part of your mission would be to lead, motivate, coach and train teams as well as creating schedules and performing tasks based on the clients’ requirements. 🚀🔥 What are we looking for? Leadership: - 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. 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.

Serve as the primary contact for customers, addressing inquiries and resolving issues. Assist with policy transactions while delivering exceptional service that reflects the company's commitment to excellence and customer satisfaction.

• Manage high call volumes within tight deadlines • De-escalate difficult situations with empathy, care, strong communication skills while maintaining calm and exemplifying Trupanion values • Utilize multiple systems and tools to efficiently support our customers, ensuring a seamless member experience • Handle phone calls, chat and email inquiries with passion and curiosity • Listen actively to provide accurate information and resolve problems effectively • Thrive in a fast-paced environment by quickly adjusting to evolving responsibilities, processes and workflows • Efficiently manage time to provide exceptional customer service in a high-volume contact center • Make genuine connections and adapt communication style to customer interactions while demonstrating the ability to tailor responses to individual customer needs • Document customer interactions and maintain accurate and detailed records in the customer relationship management (CRM) system • Meet and maintain productivity and quality targets to ensure our customers are consistently receiving exceptional support while adhering to 90% of set schedules • Engage in regular video calls to collaborate and connect with your team, and contribute to a strong, inclusive remote culture

• Engage with customers to resolve issues that come through as support tickets to our team • Craft well-written, tailored communications to help customers resolve their issues • Partner with Partner Managers, Business Development, Compliance, Treasury, Product and Engineering to diagnose and solve problems • Serve as a trusted advisor with an open, caring and approachable style of working • Establish, document, and refine operational processes with a focus on continuous improvement and cross-training opportunities. • Responsible for validating and completing escalation requests • Handle customer calls for escalation requests • Involve in Incident Management to triage and communicate customer impact • Proactively identify opportunities to develop solutions that help the team achieve our goals • Developing and maintaining operational processes through documentation updates and cross-training • Provide coverage through "on-call" shifts as needed to support our global support model • Active participation and contribution to department OKRs • Meet defined Service Level Agreements, Objectives and Key Results.