Player Engagement Team Lead (Internal recruitment only)

At Keywords Studios, we use our passion for games, technology, and media into world-class support for the creators who shape the industry. Since 1998, we’ve grown into a global network of 70+ studios, partnering with the biggest names in gaming across every stage of development — from early concept to launch and live operations.

Our goal is simple: to be the go-to global platform for technical and creative services in the video games industry. We help teams stay agile, scale quickly, and focus on building unforgettable player experiences. With deep expertise across our industry-leading service lines and a worldwide team of specialists, we work side by side with our clients as their trusted partner, providing the talent, technology, and reach needed to bring great games to life.

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

Role overview

As the Player Engagement Team Lead, you'll oversee daily operations, guide a team of agents, and mentor Shift Leads to ensure outstanding service delivery. You’ll monitor performance, drive continuous improvement, and act as the primary contact for the client—handling questions, requests, and escalations with professionalism.

This role requires strong ownership and accountability, as you will be responsible for team performance, adherence to company policies, and maintaining the overall health of the project. You’ll provide coaching, support career development, and uphold operational and quality standards to help your team succeed. 🚀🔥

What are we looking for? Our Team Lead has a knack for the following skills:

Leadership:

• Lead, motivate, and support a team of 10–20 agents (on-site and/or remote), ensuring performance, compliance, and policy adherence.
• Provide continuous coaching through daily feedback, weekly 1:1s, and clear performance metrics against KPIs/SLAs.
• Recognize strong performance and issue disciplinary warnings when needed; manage attendance, leave approvals, and schedule adherence.
• Guide agents’ career development and progression into areas such as leadership, workforce, quality, or specialist roles.
• Oversee time tracking, verify hours for payroll deadlines, and ensure labour law compliance.
• Conduct quality checks, review daily reports/tickets, create or update training materials, and maintain internal/external knowledge bases.
• Support the team by performing Player Support Agent duties during peak volumes.

Analytics:

• Monitor and manage ticket databases to ensure quality and productivity meet project KPIs and SLAs.
• Provide accurate reports to the Project Manager and client as required.
• Create CRM/tool views to improve visibility and reporting.

Communication:

• Act as the main point of contact for the client, addressing requests and providing workable solutions.
• Serve as a subject matter expert, supporting the team with complex questions and aligning processes with user experience.
• Handle stakeholder escalations and ensure the Operations Manager and team remain informed on project status.
• Prepare presentations, agendas, and meeting notes for regular client meetings.

Business:

• Identify and resolve project issues proactively before they affect performance.
• Support the Operations Manager with assigned tasks and deliverables.
• Maintain studio policy, process, and security standards throughout the project.

You'd be a great fit for this role if you have:

• Strong command of English (written and spoken).
• Proven experience in a similar role (Shift Lead, Senior Agent) in a corporate or professional environment.
• Solid understanding of KPIs and SLAs and how to use them to drive team performance.
• Proficiency with Helpshift, Zendesk, or other ticketing platforms; comfortable with Google Suite, Office 365, and intermediate Google Sheets.
• Ability to analyze, interpret, and act on reports and data to drive strategic decisions.

• Strong leadership, decision-making, and results-driven mindset.
• Excellent communication skills with the ability to give clear guidance, constructive feedback, and foster collaboration.
• Organized and able to multitask, prioritize, and meet deadlines in a fast-paced environment.
• High ownership, accountability, and proactive problem-solving; leads by example and maintains high standards of quality and accuracy.
• Skilled in conflict resolution and team development, able to evaluate performance and support career growth.

• Willingness to work weekends or adjust schedules/on-call as needed.

#imaginemore

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