Customer Support Shift Lead

Keywords Studios

. Ensure smooth and effective operations during the shift .

Posted 11/4/2026contractSuginami City • JapanSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and communication skills while managing customer support operations. Proficient in stakeholder management, project prioritization, and analytics interpretation to enhance team performance and client satisfaction.

Highest-signal resume keywords

Native Japanese Language SkillsBusiness English Language SkillsCustomer Support ExperienceLeadership ExperienceAdvanced Excel/Google Spreadsheet Knowledge

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Ticket ManagementQuality Control (QC) TasksTechnical TroubleshootingProject ManagementData AnalysisPresentation CreationReport GenerationKnowledge Base AuditingAgent Performance EvaluationGame Knowledge Absorption

Soft Skills

Communication SkillsFlexibilityProactivityCoaching SkillsEmpathy

Industry Keywords

Player EngagementStakeholder ManagementCustomer InteractionsFast-Paced EnvironmentTeam Liaison

About the role

Key responsibilities & impact

Ensure smooth and effective operations during the shift
Oversee agents' daily performance and provide feedback
Guide and coach new and existing team members
Serve as the liaison between clients and the Keywords team
Address complex issues and bridge the gap between agents and Team Leads
Execute QC tasks
Troubleshoot technical issues with IT
Maintain equipment and ensure safety standards
Disseminate current project details to agents
Conduct ongoing audits on macros and knowledge base materials
Handle mass responses when necessary
Plan recurring work and prioritize tasks based on time and project needs
Evaluate ticket quality, including accuracy, correctness, empathy, and productivity
Adapt priorities based on project queue volume and client needs
Complete daily tasks, including ticket management

Requirements

What you’ll need

Native Japanese & Business English level language skills
Over 2 years of experience in customer support
Related experience as a leader, or any agent role under Player Engagement
Ability to quickly absorb game knowledge and develop internal training processes
Experience managing multiple projects simultaneously
Strong leadership and communication skills
Ability to create presentations and reports
Experience in stakeholder management and customer interactions is a plus
Excellent communication skills
Ability to read analytics and metric data
Advanced knowledge of Excel/Google Spreadsheet is a plus
Ability to work under pressure in a fast-paced environment
Flexibility and proactivity
Additional requirements are added in the internal announcement

Benefits

Comp & perks

Social insurance (Health insurance, Pension, Unemployment, Worker’s accident compensation)
Annual Leave
Congratulation or Condolence leave
Special Leave
Employee Referral Program
Numerous internal social events
Casual dress and hairstyle
No smoking in workspace (designated smoking room available)
Employee Assistance Program (professional consultation/mental health support program)
Relo Club Program (employee benefit program)
Commuting Allowance (up to 30,000 yen per month, based on the number of days spent in the office)
Telecommuting Allowance (Based on company regulations)
2 days off a week based on shift schedule, national holidays