English Customer Support Leader
Job Summary
The Customer Support Team manages user inquiries and bug reports for world-famous game titles. This role involves leading a team of approximately 10 members and overseeing service quality management. You will act as a bridge between users and the development team to improve the gaming experience.
Responsibilities
- Manage user support contact points for game titles
- Lead and supervise a team of approximately 10 members
- Oversee service quality and member performance
- Conduct client negotiations and progress reporting
- Analyze root causes of service issues for business improvement
Required Skills
- Previous CS Leader/Supervisor experience
- Team management experience (approx. 10 people)
- Call center or email support background
- Business level English (TOEIC 735-860)
- Fluent Japanese (JLPT N1)
- Passion for gaming industry
Job Details
Job Description
The Customer Support Team provides user support after a game title is released. We answer questions regarding bugs and various inquiries that occur during gameplay. In this position, you will be responsible for team management, including leading a team of approximately 10 members, performing the following tasks:
[Specific Job Responsibilities]
Main duties include managing the user support contact point for game titles:
- Service Quality Management: Progress confirmation, member support, quality improvement.
- Customer Support Team Member Activity Management.
- Client Negotiation: Work progress reporting, creation/explanation of effort estimates.
- Project Sales/Financial Status monitoring.
- Business Improvement: Root cause analysis/response management for service troubles.
- Preparation for New Project Launches.
- Identifying/Training New Leaders.
*Job responsibilities may change in the future.
[Career Path]
- Choose between management or specialist: The 'General Course' (aiming for management positions) or the 'Specialist Course' (aiming to become a professional in support quality).
Working Hours
- 9:00 AM - 6:00 PM or 10:00 AM - 7:00 PM (8 hours of work, 1 hour break).
- Overtime: Approximately 10-20 hours per month.
[Required Qualifications]
- Experience as a CS Leader/Supervisor.
- Experience managing a team of around 10 people or supervising subordinates.
- Experience in call center or email support.
[Preferred Qualifications]
- Experience working for a game or entertainment company.
- A passion for playing games.
- Experience in customer negotiation.
[Salary & Benefits]
- Annual Salary: 300,000-500,000 yen (Annual Salary System).
- Monthly Salary: 250,000 yen - 500,500 yen.
- Basic Salary: 216,220 yen - 432,860 yen.
- Fixed Overtime Pay: 33,780 yen - 67,640 yen (Includes 20 hours/month; excess paid separately).
- Salary Increase: Yes.
- Transportation Allowance: Up to 50,000 yen per month.
- Comprehensive Social Insurance, Employee Stock Ownership, Retirement Allowance, Qualification Acquisition Support, various resort/relaxation facilities, and club systems.
Holidays
- Two days off per week (shift system).
- 120 annual holidays or more.
- Paid leave, Year-end/New Year holidays, Childcare/Maternity/Family care leave.