About us

Established over 20 years ago, Keywords Player Support is one of Keywords Studios' fastest growing Service Lines, dedicated to offering the best customer service in the games industry. We’re Pioneers and Leaders, always looking to allow equally awesome people a way into the premier international space of gaming companies and publishers. We help the world’s greatest game development studios provide technical assistance to their players, while they work hard to develop stunning game experiences, including MMOs, AAA blockbusters, indie gems and mobile hits. Keywords’ Trust & Safety team is all about fun, safety and care.

Currently we are looking for a Trust and Safety Team Lead since we are setting up a new exciting project! They will manage, assign and oversee the T&S Moderators daily work and quality as well as report to the client.

About T&S team

Keywords’ T&S team is all about fun, safety and care.

Our T&S team protects people online and in real life. We do this by making sure online interactions are cordial, without harassment, sexual connotations, unnecessary violence nor racism.

The team makes sure gamers, communities and the gaming companies you admire the most are protected from unwanted or not suitable content.

Roles and Responsibilities

Team Management

  • Facilitate operational efficiency by resolving issues within the team and improving systems and workflow

  • Clearly define goals and assign tasks to the team

  • Report and share information with operations managers

  • Performance and resource management

  • Communicate with team members and conduct team meetings

  • Ensure team members' mental health

  • Maintain and update internal policies, processes, and security

Client Communication

  • Day-to-day communication with clients, including attending meetings

  • Preparing reports

  • Providing solutions to client requests

Training and Coaching

  • Sharing constructive and positive performance feedback to team members

  • Share monthly evaluation feedback based on quality control results with team members

  • Revise and update training materials as needed


  • Fixed term contract (契約社員)

  • Commuting Allowance : Up to ¥30,000/Month

  • Social Insurance: Full Shakai Hoken(健康保険、厚生年金、雇用保険、労災保険)

  • Paid Annual Leave

  • Sick Leave

  • Employee Assistant Program

  • Language Program

  • Employee Share Purchase Plan (ESPP)

  • Referral program

  • Medical check-up

  • Company Events

Working hours and days off

Monday - Friday(8 hours of work/day)

Weekends and national holidays off


Our recruitment team will conduct full online recruitment process.


CV Screening-> Online interviews >Offer

*Please register your name in English when you fill the application form.

Looking forward to your applications!


  • Fluent in Japanese (JLPT N2 or above)

  • Fluent in English (TOEIC score of 750) *Speaking skill is required

  • Management or leadership experience

  • Available to work in our Tokyo office (Suginami-ku, Tokyo)


  • Experience in content moderation

  • Advanced level of knowledge of Google workspace (Google Docs, Sheets) and Microsoft 365 (Word, Excel, PowerPoint)

It would be a great fit if you had/were...

  • Excellent observational and analytical skills, attention to detail

  • High ethical standards

  • Strong problem solving skills

  • Strong leadership skills

  • Strong decision-making skills

  • Excellent interpersonal skills

  • Able to complete tasks proactively and report problems accurately