We are looking for an experienced Project Manager to join our Player Support Team, based in Japan. This is a fantastic opportunity to lead a remote team of 20+ to support a AAA gaming partner. You will lead 4 language-based teams, working closely with our client to drive quality and efficiencies in service delivery. Our preferred candidate would be a a gamer and have experience working the games industry.
Job description:
- Lead the daily operations of the team, managing, coaching, and supporting 4 team leads and their teams. .
- Proactively monitor and improve service levels through KPI tracking andanalysis, and implementing necessary changes, when required.
- Act as the main point of contact both internally and externally with partner, proactively communicating and escalating in a timely manner, when required ,
- Responsible forchecking and reviewing work and business reports before sending them to partner.
- Accountable for creating presentations to support weekly, monthly, and quarterly business reviews to report on the performance of the team, including sharing insights to support the data and highlight opportunities for improvement.
- Manage all staffing needs, including hiring, performance management, and vacation planning to ensure the team is running efficiently.
- Develop formal coaching plans and provide support to team members
- Ensure the team follows all company security guidelines and take required action, if necessary.
- Take on additional managerial tasks as needed.
- Flexibility for meetings that may fall outside regular hours due to time zone differences.
Requirements
- Minimum of 4 years of customer service and/or technical support experience in a contact centre.
- Proven track record in managing and leading a small to mid-size team.
- Effective verbal and written communication skills in English (C1 Level)
- JLPT N1 fluency in Japanese or higher.
- Experienced in delivering excellent customer service via email and chat,
- Gamer or understanding of games and ability to provide in-depth gaming (PC/console/mobile) troubleshooting and support.
- Ability to create, analyse, and present information confidently
- Team management experience
Benefits
- Salary increase available
- Transportation expenses paid
- Various types of social insurance
About us:
PTW is a global games services company, providing technical and creative services to many of the largest developers and studios around the world. Founded in Japan in 1994, PTW has grown to become a global force in the gaming industry, with over 40 studios in 16 countries worldwide and offices across North America, Europe, South America, and Asia.
Our industry-leading services include art production, game development, quality assurance, player support, community management, localization, localization QA, audio production, and data collection. The PTW family of brands includes SIDE, 1518 Studios and Ghostpunch Games. For more information, visit www.ptw.com.
