Full-Time

PE Team Lead

Confirmed live in the last 24 hours

Keywords Studios

Keywords Studios

5,001-10,000 employees

Comprehensive service provider for video games

Consumer Software
Entertainment
Gaming

Mid

Montreal, QC, Canada

Category
Production Planning & Scheduling
Quality Control & Compliance
Supply Chain Management
Operations & Logistics
Required Skills
Zendesk
Excel/Numbers/Sheets
Requirements
  • 3 years of AI Language model dictionary building experience
  • Familiarity with prompt creation, ChatGPT and AI Language models
  • Strong English language skills
  • Knowledge of Player Support tools and processes
  • Firm understanding of key support metrics and how to apply them
  • Solid knowledge of the assigned title
  • Ability to read and interpret reports
  • Strong analytical skills
  • Ability to analyze and assess tickets to determine the level of quality
  • Familiarity with When I Work, Helpshift, Zendesk or other ticketing platform
  • Familiarity with Google’s G Suite
  • Intermediate knowledge of Google Sheets
  • Experience with Microsoft Office 365
Responsibilities
  • Manage, lead, and motivate teams.
  • Proactively solve project issues with the teams and project manager before they impact the project.
  • Make sure both the project manager and teams are aware of the project’s status.
  • Set, monitor, and achieve goals through the team.
  • Interact daily with local agents in person and remote team members virtually.
  • Provide direction to the team to ensure clients receive support in a timely, efficient, and knowledgeable manner.
  • Uphold studio policies, processes, and security procedures.
  • Provide reports to the project manager and client.
  • Perform regular quality control checks according to established project processes.
  • Act as an escalation point for our clients and their customers.
  • Provide daily positive and constructive performance feedback to team members
  • Provide both positive recognition and warnings appropriately.
  • Help identify areas where training material may need to be reviewed and create training materials.
  • Conduct weekly one-on-one coaching sessions with assigned employees.
  • Provide employees with metrics on their performance according to project KPIs or SLAs.
  • Train shift leads.
  • Interact in a professional, courteous, and regular manner with client contacts on all assigned projects.
  • Act as a point of contact for the client and communicate with them in a professional and courteous manner for all assigned projects.
  • Communicate important project-related information directly to the client, including reports, metrics, trending issues,and blockers.
  • Find solutions to client requests when possible.
  • Verify hours in When I Work within payroll deadlines.
  • Manage and approve vacation requests.
  • Monitor employee attendance and flag late and absent employees.
  • Ensure planning of deliverable pipeline and forecast workload
  • Ensure deliveries to client in a timely fashion
  • Maintain database workflows and processes.
  • Ensure internal and/or external project-related knowledge bases are maintained.
  • Communicate employee warnings and disciplinary actions to Human Resources.
  • Conduct Player Support representative duties as required.

Keywords Studios provides a wide range of services for the video games industry, supporting the entire lifecycle of game development. Their offerings include game-ready art, marketing, game development, functional and localization testing, text and audio localization, casting, audio post-production, community management, player support, and content moderation. The company operates over 70 studios in more than 25 countries, employing over 13,000 professionals. Keywords Studios differentiates itself from competitors by using proprietary technology to enhance its end-to-end service platform, allowing for tailored solutions that meet specific project needs and budgets. The goal of Keywords Studios is to help clients bring their intellectual property to life through engaging digital content.

Company Stage

IPO

Total Funding

$487.8M

Headquarters

London, United Kingdom

Founded

1998

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
Simplify Jobs

Simplify's Take

What believers are saying

  • Acquisition of Certain Affinity expands Keywords' footprint in AAA game development projects.
  • Integration with Microsoft's Community Sift boosts AI-enabled content moderation capabilities.
  • Private equity interest indicates strong market confidence and potential for strategic growth.

What critics are saying

  • Increased competition may impact Keywords Studios' market share in the gaming industry.
  • Integration of acquired companies may pose operational challenges affecting service quality.
  • Reliance on major clients like Microsoft could lead to revenue volatility.

What makes Keywords Studios unique

  • Keywords Studios offers end-to-end services for the entire game development lifecycle.
  • The company has a global presence with over 13,000 professionals in 25+ countries.
  • Keywords Studios integrates proprietary technology to enhance digital content creation and management.

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