English Game Support Leader
Job Summary
This role involves leading a multilingual customer support team to connect Japanese games with global markets. You will bridge cultural gaps, manage team operations, and propose improvement strategies directly to major game manufacturer clients. It is an ideal position for someone aspiring to grow into a Global Project Manager while utilizing language and leadership skills.
Responsibilities
- Manage and train multilingual support teams
- Develop FAQs, manuals, and quality standards
- Analyze user feedback to propose improvement strategies
- Handle client negotiations and project progress reporting
- Manage project revenue, resources, and profitability
Required Skills
- Leadership or team management experience
- Game CS experience
- Business-level English
- Business-level Japanese (JLPT N1)
- Analytical and problem-solving skills
Job Details
### Job Responsibilities
- **Building and Operating a Global Support Team**
- Creating FAQs for players, primarily in English-speaking regions, developing response manuals, and establishing quality standards.
- Managing the progress of English-speaking team members, providing support for inquiries, and developing leaders through on-the-job training.
- Pursuing "heart-stirring" support quality tailored to the culture and trends of each region, not just a direct translation.
- **Client & Business Development Operations**
- Regular meetings with overseas offices and foreign-affiliated manufacturer representatives, progress reports, and creation of effort estimates.
- Collecting and analyzing user feedback and proposing challenges and improvement measures for overseas expansion to clients.
- Managing revenue and sales, optimizing resources, and pursuing profitability as a business.
### Career Path
- **Generalist Path:** Advancement to "Center Manager/Department Head" position, managing the entire center and leading organizations of several hundred people.
- **Specialist Path:** Advancement to "Account Manager" position, proposing and overseeing the entire CX strategy for specific large clients.
### Working Hours
- 10:00 AM - 7:00 PM (Hours may vary based on project assignment).
### Required Skills/Experience
- Candidates must meet one of the following criteria: Leadership experience/team management OR practical experience in game CS.
- Practical experience in customer support (any industry).
- Passion for gaming and understanding of player pain points.
- English: Business level (ability to negotiate via email/chat, manual creation).
- Japanese: Business level (equivalent to JLPT N1).
### Preferred Skills/Experience
- Experience as a supervisor (English support) in game projects.
- TOEIC score of 800 or higher, or equivalent.
- Experience in project numerical management (sales and profit/loss).
### Benefits
- Transportation Allowance (Up to 50,000 yen/month), Business Trip Allowance, Retirement Allowance, Employee Stock Ownership Plan.
- Remote Work Allowed, Side Jobs Allowed.
- Qualification Acquisition Support, Award System, Club Activities.
- In-house amenities: Free Coffee/Tea, Snack Sales, One-Coin Massage, Relaxation Room.