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
Benefits
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
Others
Our recruitment team will conduct full online recruitment process.
<Process>
CV Screening-> Online interviews >Offer
*Please register your name in English when you fill the application form.
Looking forward to your applications!
Mandatory
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)
Preferred
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