Remote Player Engagement Team Lead

Keywords Studios Limited.; Bacolod; On-site; PHP 892,800 - 1,339,200; 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 Limited is seeking an experienced Player Engagement Team Lead to guide cross-functional teams (gaming and non-voice) across local and remote environments. You will lead, motivate, coach and train teams, while crafting schedules to meet client requirements and project deliverables.

The role emphasizes managing ticket KPIs, reporting, and escalation handling, with a focus on maintaining high quality and timely support for gaming studios and publishers.

Qualifications

• Leadership and people-management experience in a corporate setting.
• Experience coordinating projects and teams to meet client requirements.
• Strong written and spoken English skills.

Responsibilities

• Lead, coach and train teams to meet client requirements and maintain high performance.
• Create and manage schedules and staffing plans aligned with client needs.
• Monitor KPIs/SLAs, review reports, and provide actionable insights.
• Serve as escalation point for client issues and ensure timely resolution.
• Develop training materials and conduct coaching sessions for team leads.

Skills

Leadership

Team management

Project coordination

English proficiency

Analytics

CRM reporting

Conflict management

Attention to detail

Multitasking

Tools

Zendesk

Helpshift

Google Suite

Job description

Keywords Studios Limited is seeking an experienced Player Engagement Team Lead to guide cross-functional teams (gaming and non-voice) across local and remote environments. You will lead, motivate, coach and train teams, while crafting schedules to meet client requirements and project deliverables.

The role emphasizes managing ticket KPIs, reporting, and escalation handling, with a focus on maintaining high quality and timely support for gaming studios and publishers.