Keywords is an international technical service provider to the global Video Game Industry with 50+ offices across 20 countries and 4 continents.
Keywords Player Support is looking to fill this vital role in its Trust & Safety business. T&S is the practice of making sure players, communities, clients, and moderators thrive and enjoy online while interacting with each other.
T&S is a department “in the making’ so we are looking for someone that can multitask, be organized, strategize, and document processes as they happen.
Someone that is able to work and communicate clearly and successfully with different areas of the organization. High energy and positivity are a must.
Reporting to: Head of Trust & Safety, this is a full-time position, supporting all aspects of business and solutions development and when needed, logistical, administrative and project support, including but not limited to:
Main responsibilities will be in particular:
Meeting with clients and strategizing moderation processes, integration, technology, etc.
Managing the Local Moderation Management team’s current project processes, and implementing any improvements or new processes.
Ensuring that all projects and team-related documentation is stored correctly and is up to date.
Reporting project statuses and information to the management team on a regular basis.
Managing day-to-day client interaction in conjunction with project teams.
Setting and managing client expectations and resolving or escalating client issues in a timely manner.
Attending calls with prospects, partners and clients, ensuring that any follow-up actions are executed upon.
Work with the solution team to respond to RFPs and RFIs
Creating documentation, such as training, procedures, service overview decks, etc
Analyzing project profitability, revenue, margins, bill rates and realization.
Ensuring that correct quality control procedures are met
Take ownership of the Wellness and Resilience program for the moderators in cooperation with other departments
Minimum of 2 years’ experience in Project/Community Management or similar role in the Video Games
Previous experience managing teams on online moderation/community management within the video game industry
A ‘can-do’ attitude.
Client-facing and negotiation skills.
Ability to work effectively and decisively under pressure.
Writing and documentation skills
Ability to handle multiple projects and multiple project types concurrently.
Highly organized with the ability to prioritize tasks.
Ability to prepare and control a work schedule and deliver to budget.
Ability to prepare, interpret, and effectively utilize management information reports.
Ability to analyze problems, recommend and implement effective solutions to difficult and politically sensitive problems.
Excellent verbal and written communication skills.
Superior competency using spreadsheet software (Excel, GSheets).
Basic IT literacy, specifically: MS Office suite
Key skills/ characteristics:
This position is to work from home and needs to be based from Mexico or Manila, as long as you can work in Pacific business hours.
Competitive Salary & Bonuses
SL and VL upon regularization