Player Engagement - Operations Team Lead (Gaming and Non-voice)

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

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.

Benefits

What do we offer?

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.

Benefits:

• HMO and Life Insurance
• Paid Time Offs and CTO
• Non-taxable Allowances
• Annual Wellness Subsidy

Experience & Requirements

What are we looking for? Our Team Lead has a knack for the following skills:

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.

You’d be a great fit for this role if you have:

• Strong English skills;
• Previous experience at work in a similar position in a corporate environment.
• 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 and to be on call occasionally is a plus.