Customer Support Team Lead - Internal Job Posting

Japan Remote April 11, 2026

Keywords Studios is a global team of professionals spread across 70+ studios in 26 countries, dedicated to providing solutions to video game developers and publishers. The company is seeking a Customer Support Team Lead to lead teams of specialists and ensure the success of projects.

Requirements

Leadership: Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote.
Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date.
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.
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.
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

Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation)
Annual Leave
Congratulation or Condolence leave
Special Leave
Employee Referral Program
Language Program
Numerous internal social events
Casual dress and hairstyle
No smoking in workspace (designated smoking room available)
Employee Assistance Program (professional consultation/mental health support program)
Relo Club Program (employee benefit program)
Commuting Allowance (up to 30,000 yen per month, based on the number of days spent in the office)
Telecommuting Allowance (Based on company regulations)

Originally posted on Himalayas