Global Player Engagement Team Lead

Keywords Studios Manila; Pasig; On-site; PHP 670,000 - 1,116,000; Full time

Benefits offered by this job

HMO and Life Insurance

Paid Time Offs and CTO

Non-taxable Allowances

Annual Wellness Subsidy

Job summary

Keywords Studios Manila seeks a Player Engagement Team Lead to bridge Keywords with clients, leading and coaching specialists while creating schedules aligned to client requirements. You will oversee ticketing workflows, report on KPIs, and drive process improvements across local and remote teams.

You will monitor ticket databases, ensure quality, provide regular status updates to Operations, and develop training materials to uplift the team’s performance and client satisfaction.

Qualifications

• Strong English skills and experience in a corporate environment.
• Proven leadership skills with ability to motivate and coach teams.
• Ability to manage multiple tasks and priorities under pressure.
• Experience with ticketing platforms and strong reporting capability.

Responsibilities

• Lead teams of specialists locally and remotely; set goals and schedules.
• Proactively address project issues with teams and Project Manager.
• Maintain studio policy, processes, and security standards; ensure knowledge bases are up-to-date.
• Escalate client issues and provide coaching sessions to shift leads.
• Create training materials and improve material based on needs.

Skills

Leadership

Analytics

Communication

Business

English skills

Multitasking

Resilience under pressure

Conflict management

Tools

Helpshift

Zendesk

Google Suite

Job description

Keywords Studios Manila seeks a Player Engagement Team Lead to bridge Keywords with clients, leading and coaching specialists while creating schedules aligned to client requirements. You will oversee ticketing workflows, report on KPIs, and drive process improvements across local and remote teams.

You will monitor ticket databases, ensure quality, provide regular status updates to Operations, and develop training materials to uplift the team’s performance and client satisfaction.