Player Support Manager (Japanese Team Leader)

Player Support Sdn. Bhd.; Petaling Jaya; Hybrid; MYR 120,000 - 180,000; Part time

Benefits offered by this job

Hybrid work arrangement

Relocation assistance

Job summary

Player Support Sdn. Bhd. in Malaysia is seeking a Player Support Manager to lead our Japanese-speaking team and coach agents for enhanced performance and growth. The role emphasizes collaboration, coaching, and hands-on involvement with daily operations and client-facing activities.

You will drive development plans, monitor metrics, and work with cross-border colleagues to ensure high-quality player experiences. Hybrid office/home setup with relocation assistance available for expatriates.

Qualifications

• Native-level or fluent in Japanese with strong written and verbal communication (JLPT N1).
• English proficiency at C1 level (writing, speaking, reading).
• Experience in team leadership or people management.
• Strong coaching, communication, and analytical abilities.
• Passion for gaming and customer experience.

Responsibilities

• Monitor, understand, and improve agent performance.
• Create mutual understanding of performance with each agent.
• Co-create development plans for each team member.
• Support agents’ development and career growth.
• Document team health dynamics and behavioral challenges.
• Onboard new employees and assist with integration.
• Analyze data on team behaviors for campaign insights.
• Collaborate on in-person events and community building.
• Provide support for ad hoc tasks as assigned by manager.
• Daily journaling and reflection.

Skills

Team leadership

Coaching

Analytical skills

English (C1)

Japanese (JLPT N1)

Job description

Player Support Manager (Japanese Team Leader)

Passionate about gaming? Fluent in Japanese? Enjoy connecting with players and helping create positive gaming experiences? Then this could be the perfect opportunity for you!

Player Support Managers (Team Leader) are the ones who help agents level up. They support performance, guide career growth, and work side by side with agents to build their next move. It’s all about coaching, teamwork, and staying close to the work so agents feel supported, not pushed.

Why You'll Love This Role

Work in Malaysia -Enjoy a hybrid working arrangement with the best of both office and home.

Expatriate Opportunity -We'll support your relocation by processing your Employment Pass (Employment Visa).

Gaming Industry -Turn your passion for games into a career by supporting players from around the world.

Contract Position -Join a fast-paced and growing global gaming support team.

5-Day Work Week -Work 5 days and enjoy 2 days off every week.

Work-Life Balance -8-hour workday with a 1-hour lunch break to recharge.

International Environment -Collaborate with teammates from different countries and cultures.

Core Responsibilities

These are the tasks we expect will occupy 80-90 percent of your time on a regular basis:

Monitoring, understanding, and improvement of agent performance

Creation of a mutual understanding of performance with each agent

The co-creation of development plans for each individual agent on your team

Seeing how you, the company, and others could support each agent’s development

Holding each agent accountable for the pursuit of their development goals

Documentation of team health dynamics, and individual behavioral challenges

Onboarding for your new employees when you have them

Data analysis of team behaviors, and contributions towards broader campaign understanding if there are additional client teams outside of yours

Ownership of your own career development and skills in partnership with your manager

Collaboration with the team for in-person events and community building

Provide support for other ad hoc tasks as assigned by direct manager

Daily journaling

Additional Responsibilities

These are other tasks that you will be occasionally asked to do:

Participate in the PSM community

Complete surveys and assist with research

Help the company innovate on internal processes to make it a great work environment

Test new games and features (and keep them secret)

Communicate with clients directly to share information and give them feedback

Come to the office for group project work or high security tasks (voluntary, especially if you live far away from a local office location)

Present on a topic to teammates or clients, depending on the situation (voluntary)

Documentation of policies, processes, and procedures

Requirements

The core competencies required for this job are:

Native-level or fluent in Japanese with strong written and verbal communication skills (JLPT N1 - Proficiency level) + Strong Keigo writing

English (C1 Level Minimum Requirement - Writing, speaking, and reading)

Team leadership or people management experience

Strong communication, coaching, and analytical abilities

Passion for gaming and customer experience

*Ability to work from home (good internet connection, secure and quiet work space, decent computer, generally dedicated work shift times)
**If you have BPO/call center experience, you will need the ability to dump bad training and habits, and adjust to a different philosophy of management.

Nice to have:

Change management (basic)

Statistics (basic)

Previous strong experience using work productivity software

A love for games, especially video games

Product management (basic)

Basic understanding of software development