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!

Role overview

The primary responsibility of the Trust & Safety Team Lead is to manage, assign, and oversee the Superheroes (T&S Moderators) daily work and quality, as well as report to the client. You will play a very important role in ensuring the success of our projects, being the bridge between Keywords Studios and our valued clients. You will be in charge of critical tasks, ensuring that everything runs smoothly and efficiently. One important part of your mission would be to lead, motivate, coach and train teams as well as creating schedules and performing tasks based on the clients’ requirements.

Requirements

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

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.

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

Team Lead Competencies

• Competencies Dealing with People
• Competencies Dealing with Business
• Self-Management Competencies
  

Required Qualifications

• 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.

Benefits

What do we offer?

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.

Benefits:

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

Phases of our recruitment journey:

• You send us your application with your updated resume.
• After reviewing your candidacy, we'll invite you to our online language assessment (English) to better evaluate your written skills. Our language test will require typing, so we would encourage you to take it on a computer and make sure you have the keyboard in your language settings to facilitate its completion. Check your inbox to find the test invitation and keep your phone close!
• Once you submit your test, the assessment will take approximately 48-72 hours to be evaluated.
• If you pass the language test, we’ll invite you for the online Interview via MS Teams with one of our Talent Acquisition Specialists. It’s a perfect chance to exchange questions and get to know each other better.
• If you pass the initial interview with TA, your profile (CV and Language Test) will be sent over to the hiring manager for further review. From there, we'll know if they'd be interested to setup a final interview with you.
• We'll proceed then to the job offer if your final interview goes well. Note that it will be a panel interview with some of our Operations Managers.
• At the end of our journey - hopefully you will receive an offer and become our new Keywordian!

Our recruitment process is fully online and remote. We value each application and review every candidate individually. Our recruitment team will get back to you as soon as they can to inform you about the status of your candidacy. If you're interested in joining our team, we highly encourage you to apply.

That would be it from us - now we are waiting for your move!

#imaginemore

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Role Information: EN

Studio: KWM

Location: Asia Pacific, Philippines, Pasig

Area of Work: Player Engagement

Service: Engage:

Employment Type: Full Time, Permanent

Working Pattern: Onsite