Trust & Safety - Operations Team Lead

About the Position

Trust & Safety - Operations Team Lead

Since 1998, we've been on a mission to reshape how players interact with their favorite games, growing into a global team of over 12,000 professionals spread across 70+ studios in 26 countries.

We are always there to lend a hand to video games developers and publishers by offering a wide range of solutions: from art and audio to testing, localization and finally - Player Engagement - which is one of the fastest-growing Service Lines at Keywords Studios. Player Engagement provides technical support, community management, and trust & safety services for a wide range of AAA and Indie studios in the gaming industry.

Join us in our mission to build engaging player communities and offer outstanding experiences! 🎮🔥

Responsibilities

• Active Supervision

  • Providing direction to team to ensure customer requests are answered in a timely, efficient and knowledgeable manner.
  • Identifying system and workflow improvements to enhance the team's efficiency.
  • Delegate tasks to the team directly, clearly and efficiently.
  • Proactively resolve project issues with the teams and T&S Operations Manager, before they impact the project.
  • Ensure both the T&S Operations Manager and Superheroes are aware of project status.
  • Monitor performance in accordance with project schedule and optimize the resources.
  • Manage and enforce the quality and consistency of Superheroes’ performance as required by Keywords Studios Quality best practices.
  • Constant monitoring and management of ticket databases to ensure quality and productivity are up to Quality Control standards.
  • Set, monitor and achieve goals through the Trust & Safety team.
  • Interact with Superheroes through web conferencing or face-to-face on a reasonable weekly schedule.

• Passive Supervision

  • Constant monitoring of Superheroes’ mental health and wellbeing.
  • Primary point of contact for Trust & Safety specific questions and concerns raised by teams.
  • Responsible for the upkeep of KWS software policy, process and security.
  • Resolve conflicts/issues with work-related software and escalate to others as appropriate, including IT related issues and helpdesk tickets.
  • Client Communication
  • Own the position of daily client contact in a professional and courteous level for all assigned projects.
  • Communicate important project related information directly to the client, including reports, tickets, technical logs, etc.
  • Able to find solutions to client requests when possible.
  • Able to decline client requests within the parameters given by the T&S Operations Manager, and in an appropriate manner.

• Training & Coaching

  • Provide daily positive and constructive performance feedback to Superheroes.
  • Provide both positive recognition and reminders appropriately.
  • Provide monthly evaluation feedback to Superheroes through Quality Control results.
  • Mentor and support all staff including new Team Leads.
  • Help identify areas where training material may need revision or updates.

• Manual

  • Perform moderation duties as and when required.
  • Assist in setting up and maintaining Superheroes’ on-site workspaces when required.
  • Troubleshoot hardware (in-house) and software issues with assistance of IT helpdesk.

• Administration

  • Organizing work flow and keeping work schedules updated for a project.
  • Establishing work procedures and processes that support organizational and departmental standards, procedures and strategic initiatives.
  • Contributes with the broader of Trust & Safety Team to develop strategies and plans related to the wellbeing of the Superheroes.
  • Participates in successful implementation or improvement initiatives.
  • Contributes to the establishment of best practices for Trust & Safety.
  • Advises on the use of technology in current and planned Trust & safety strategies.
  • Provide feedback and suggestions on existing processes and implementations and suggest new ideas.

Requirements

• Core Skills

  • Strong observational skills, analytical and detail oriented.
  • High ethical standards
  • Moderation skills.
  • Proactive in completing tasks and escalating issues appropriately.
  • Strong problem solving skills.
  • Strong leadership skills.
  • Excellent organizational skills.
  • Strong decisional skills.
  • Strong interpersonal skills.

• Additional Desired Qualifications

  • Bachelor's degree in relevant field.
  • 2-4 years of experience in a leadership position.
  • Advanced knowledge of G Suite(Docs, Sheets)
  • Advanced knowledge of Windows Suite (Word, Excel, Powerpoint)
  • Ability to speak, read and write in additional languages are desirable.

We Offer

• HMO and Life Insurance
• Paid Time Offs and CTO
• Non-taxable Allowances
• Annual Wellness Subsidy

About the Company

Keywords Studios is dedicated to following a well-established Equal Opportunities Policy. We endeavor to create a workplace which provides equal opportunities for all employees and potential employees.