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Full-Time

PE Team Lead

Confirmed live in the last 24 hours

Keywords Studios

Keywords Studios

5,001-10,000 employees

Provides services for the global video games industry

Gaming
Entertainment
AI & Machine Learning

Mid, Senior

Montreal, QC, Canada

Remote option available.

Category
Quality Control & Compliance
Supply Chain Management
Operations & Logistics
Required Skills
Excel/Numbers/Sheets
Requirements
  • 3 years of AI Language model dictionary building experience
  • Strong English language skills
  • Familiarity with prompt creation, ChatGPT and AI Language models
  • 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.
  • Data Generation
  • Using various tools to curate and build datasets for evaluating and testing models and/or prompt effectiveness
  • Labeling or analyzing data for our data scientists to assist in training AI
  • Test for potential harms in new AI features, evaluate response, report results
  • Work with internal teams to refine policy input for AI
  • Contribute native language prompts to red-teaming library for future use
  • Label audit data provided
  • Report results, identify areas of weakness and recommendations for improvement

Keywords Studios provides a wide array of technical and creative services tailored to the global video games industry, from art creation and game development to testing, localization, and community management, across various platforms and languages. This company stands out with its global presence and large team of over 12,000 skilled professionals, fostering a diverse and inclusive work environment that is conducive to creative collaboration and professional growth. The extensive range of services and expert teams make it a leading contributor to popular and emerging gaming trends, offering employees excellent opportunities to innovate and grow in their field.

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%
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Simplify's Take

What believers are saying

  • The acquisition by EQT Group or other private equity firms could provide significant financial backing and strategic direction, potentially accelerating growth.
  • Keywords Studios' continuous expansion through acquisitions, like that of The Multiplayer Group, positions it well to meet the increasing demand for live-service game support.
  • The company's advancements in AI-driven customer support and sentiment analysis could lead to improved client satisfaction and retention.

What critics are saying

  • The declining margins and slower content creation trends could impact Keywords Studios' growth and profitability.
  • The potential buyout offers, while providing immediate financial gain, may lead to strategic shifts that could affect long-term stability and employee morale.

What makes Keywords Studios unique

  • Keywords Studios specializes in providing creative and technology-enabled solutions specifically for the video games and entertainment industries, unlike broader tech service providers.
  • Their strategic acquisitions, such as The Multiplayer Group, enhance their capabilities in backend support for live-service games, setting them apart from competitors.
  • Keywords Studios' focus on AI-driven customer support through platforms like Helpshift offers a unique value proposition in the gaming industry.