Experienced Customer Support Team Lead – Player Engagement Services

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 outstanding results? If so, we invite you to join arenaflex, a global leader in the gaming industry, as our Customer Support Team Lead for Player Engagement Services. Since 1998, arenaflex has been on a mission to revolutionize the way players interact with their favorite games. With a team of over 12,000 professionals spread across 70+ studios in 26 countries, we've grown into a global powerhouse, offering a wide range of solutions to video game developers and publishers. Our Player Engagement Service Line is one of the fastest-growing areas of our business, providing technical support, community management, and trust & safety services to AAA and Indie studios. As a Customer Support Team Lead at arenaflex, you'll play a critical role in ensuring the success of our projects, serving as a bridge between our company and valued clients. You'll be responsible for leading, motivating, coaching, and training teams, as well as creating schedules and performing tasks based on client requirements. Your mission will be to ensure that everything runs smoothly and efficiently, upholding studio policy, process, and security standards.

Key Responsibilities:

* Manage, set goals, and lead teams of specialists of varied sizes, both locally and remotely

• 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
• Maintain awareness of project status and provide regular reports to Operations Manager
• Conduct regular quality control checks, identifying coaching opportunities within project processes

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 Holidays:

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

• Holidays: 2 days/week (based on shift schedule), national holidays

Why Join arenaflex?

At arenaflex, we're passionate about delivering exceptional customer experiences and building engaging player communities. We're committed to fostering a collaborative and inclusive work environment, where our employees can grow and thrive. If you're a motivated and innovative leader who shares our vision, we invite you to join our team and be part of our mission to revolutionize the gaming industry.

How to Apply:

Our recruitment team will conduct a full online recruitment process. To apply, please submit your application through our website. We look forward to reviewing your application and welcoming you to our team!

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.arenavflex.com/en/applicant-privacy-notice. Apply for this job