Key responsibilities include:

• Managing assigned projects comprehensively, ensuring client expectations are met and processes adjusted as necessary
• Collaborating with the Business Development Management Team to assess new project scope, provide expert advice to clients, and agree on processes and timelines
• Maintaining performance records of Team Leads and agents, offering continuous feedback and mentorship
• Coordinating schedules with Team Leads and facilities for optimal project execution
• Interacting daily with clients, overseeing project-related communication and strategies
• Implementing quality control procedures across projects
• Defining workflow and responsibilities among project team members
• Ensuring project financial success, delivering accurate reports and invoices to clients on time
• Timely addressing and resolving project or HR issues, escalating them if necessary

Requirements:

• Experience working with US clients
• Experience in a demanding work environment
• Experience leading the launch of a support project/operation
• Strong client relationship management and negotiation skills
• Leadership skills, capable of rallying teams to achieve common goals together and inspire success in others
• A keen eye for errors/inconsistencies in both their own and others' contributions, highlighting or amending these as appropriate
• Professional proficiency in English

Nice-to-haves:

• Formal Project Management techniques or training such as PMP
• Experience with Zendesk or Helpshift or other major customer support tools

Benefits:

• Salary: $45,000 - $50,000 MXN monthly gross (before taxes)
• Law Benefits
• Career path
• After probation period:

+ Medical expenses insurance + Saving funds + Grocery tickets ($1,200 MXN)

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We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing, we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences.

As an Enterprise Technical Account Manager, you will be instrumental in driving the expansion of Keywords Studios Player Engagement Services working with some of the largest Enterprise Game companies in the world.

Key Responsibilities and Activities:

• Build and Execute Enterprise Account plan inclusive of defining technical strategies to expand share of wallet within existing customers by addressing whitespace opportunities including working closely with product and customer success teams to expand product adoption.

• Act as the single point of contact for customer health including owning overall account strategy, legal & billing discussions, and increasing overall customer usage of Helpshift platform and services.

• Report on weekly, monthly, quarterly pipeline opportunity reporting and progress towards quarterly revenue goals.

• Receive & Respond to customer RFI / RFP’s.

• Use existing networks working within the games industry to open doors and create net new opportunities for Keywords with a focus on Introducing Player Engagement Services.

Core Competences:

• Strong Team Player + high EQ

• Customer Obsessed

• Strong Critical Thinking skills.

• Commercial & Business creativity

• Process Driven & Execution Oriented

• Data Driven Mentality

• Ability to work through Ambiguity

Requirements:

• 5-7+ years of Account Management experience supporting Game Industry Customers.

• Experience engaging with Game Publishers at the highest levels of the organization (CxO, Studio Head, SVP, VP, etc)

• Experience managing and growing an existing book of business in excess of $20M+ ACV

• Existing experience selling to or working within the Player Engagement ecosystem.

• High attention to detail and ability to deliver as a ‘trusted advisor’ for our customers.

• Superb written and verbal communication skills

• Willingness to travel as required.

• Must be self-motivated and able to operate in a remote environment

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As the Player Engagement Team Lead, 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.

Leadership

• Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote.
• Proactively address project issues with teams and Project Manager to prevent disruptions.
• Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date.
• Serve as an escalation point for client's customer issues.
• Train, coach shift leads, and conduct weekly one-on-one coaching sessions.
• Provide appropriate positive recognition and disciplinary warnings.
• Manage vacation requests, monitor attendance, and address lateness or absences.

Analytics

• Monitor and manage ticket databases to ensure project KPIs and SLAs are met.
• Regularly review daily reports to identify and resolve anomalies.
• Create CRM/tool views for enhanced visibility and reporting.
• Good understanding of Player Support tools and processes, key support metrics, and how to apply them.
• Ability to read/interpret reports.

Communication

• Maintain awareness of project status and provide regular reports to Operations Manager.
• Conduct regular quality control checks, identifying coaching opportunities within project processes.

Business

• Create CRM/tool views for enhanced visibility and reporting.
• Develop training materials and assist in identifying areas for training material enhancement.

Requirements

• Over 2 years' experience of customer support
• Business level Japanese language skills & Business level English language skills.
• Ability to multitask and prioritize efficiently; work well under pressure and be flexible to change
• Strong leadership skills and decision-making abilities; power to lead by example, encouraging others to keep a high standard of accuracy
• Conflict management skills and providing constructive feedback
• Ability to understand and meet deadlines
• Self-motivation, innovative and analytical skills with strong attention to detail and accuracy
• Ability to evaluate personnel and identify talent
• Familiarity with Helpshift, Zendesk or other ticketing platforms, Google suite
• Flexibility with working weekends

Benefits

• Social insurance (Health insurance, Pension, Unemployment, Worker's accident compensation)
• Annual Leave
• Congratulation or Condolence leave
• Special Leave
• Employee Referral Program
• Language Program
• Numerous internal social events
• Casual dress and hairstyle
• No smoking in workspace (designated smoking room available)
• Employee Assistance Program (professional consultation/mental health support program)
• Relo Club Program (employee benefit program)
• Commuting Allowance (up to 30,000 yen per month, based on the number of days spent in the office)
• Telecommuting Allowance (Based on company regulations)

Working hours and days off

• Working hours: 1 hour break and 8 hours of work
• Days off: 2 days off a week based on shift schedule, national holidays

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Join our team for a dynamic workspace, continuous growth opportunities, and the chance to make a meaningful impact. Level up your game and apply today!

What are we looking for?

Our PS Agent has a knack for the following skills:

• Communication: Deliver excellent customer support to players, investigate and resolve player inquiries promptly through ticketing, email, or chat, assist internal teams with project-related requests, ensuring smooth collaboration, play a crucial role in gathering and delivering player feedback according to established procedures, and provide translations when required to ensure seamless communication.
• Analytics: Maintain accurate and detailed reports to keep processes streamlined, ensure prompt escalation of issues following established procedures, contribute to smoother support processes with personalized macros and knowledge base, and play a part in maintaining high-quality standards through the QC process.
• Leadership: Take part in valuable training sessions to enhance your skills and knowledge, manage your time effectively and responsibly to meet players' needs.
• Business: Master the gameplay knowledge of our products to serve players better, familiarity with Helpshift/Zendesk or other CRM tools for seamless support, knowledge of macros customization for streamlined responses, and experience with MS Office or Google Suite apps for documentation.

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

• Mastery in C1-C2 level (JLPT N1) Japanese language proficiency, with English at (B2) level or higher.
• Excellent communication skills for effective player support.
• Flexibility to adapt to various situations and player needs.
• Accountability and reliability in handling player inquiries and issues.
• Proactivity in identifying and addressing player concerns proactively.
• Proficiency in navigating knowledge bases for efficient support.
• Basic troubleshooting skills to assist players with technical challenges.
• Availability for full-time work, including weekends (Saturday and Sunday).

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.

Phases of our recruitment journey:

• You send us your application with your updated resume.
• After reviewing your candidacy, we invite you to an online Interview via Google Meet with one of our Talent Acquisition Specialists.
• If the interview outcome is positive, we invite you to our online assessment (English and Japanese) to better evaluate your written skills.
• Once you submit your test, the assessment will take approximately 48-72 hours to be evaluated.
• For some projects there might be a second interview with a Team Lead or an Operations Manager.
• 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!

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As the Player Engagement Team Lead, 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.

Requirements

What are we looking for?

Our Team Lead has a knack for the following skills:

• Leadership: Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote. Proactively address project issues with teams and Project Manager to prevent disruptions. Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date. Serve as an escalation point for client's customer issues. Train, coach shift leads, and conduct weekly one-on-one coaching sessions. Provide appropriate positive recognition and disciplinary warnings. Manage vacation requests, monitor attendance, and address lateness or absences.

• Analytics: Monitor and manage ticket databases to ensure project KPIs and SLAs are met. Regularly review daily reports to identify and resolve anomalies. Create CRM/tool views for enhanced visibility and reporting. Good understanding of Player Support tools and processes, key support metrics, and how to apply them. Ability to read/interpret reports.

• Communication: Maintain awareness of project status and provide regular reports to Operations Manager. Conduct regular quality control checks, identifying coaching opportunities within project processes.

• Business: Create CRM/tool views for enhanced visibility and reporting. Develop training materials and assist in identifying areas for training material enhancement.

What You'd Be a Great Fit For

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

• Strong English skills;

• Previous experience at work in a similar position in a corporate environment.

• Ability to multitask and prioritize efficiently; work well under pressure and be flexible to change

• Strong leadership skills and decision-making abilities; power to lead by example, encouraging others to keep a high standard of accuracy

• Conflict management skills and providing constructive feedback;

• Ability to understand and meet deadlines;

• Self-motivation, innovative and analytical skills with strong attention to detail and accuracy.

• Ability to evaluate personnel and identify talent

• Familiarity with Helpshift, Zendesk or other ticketing platforms, Google suite;

• Flexibility with working weekends and to be on call occasionally is a plus.

Benefits

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

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Keywords Studios has been modifying the way players interact with their favourite games since 1998. We're a team of over 12,000 specialists across more than 70 studios in 26 countries. We're still here to help game developers and publishers by offering a wide range of solutions from art and audio to testing, localisation, and player engagement, which is one of the fastest-growing areas of business at Keywords Studios.

The Player Engagement Service provides technical support and community management and online trust and security services to a wide range of AAA and independent game studios in the video game industry. Join us in our mission to build engaged player communities and deliver exceptional experiences!

Job Role

We're looking for experienced Business Development Managers to drive sales of our various business areas in 2025. This role focuses on our player engagement services, including player support, player security, our Helpshift ticket system, and community management. As a fully remote and European-based Business Development Manager, you'll play a key role in our player engagement solutions team, leading strategic sales initiatives, building lasting relationships with clients, and expanding our service offerings. Your expertise will be crucial in driving growth and shaping the future of our company.

Requirements

Our Business Development Manager will excel with the following skills:

• Leadership: Design and implement advanced commercial strategies tailored to potential clients, driving growth and market expansion by identifying trends and key market opportunities.
• Support: Support portfolio directors and execution teams in managing high-level client accounts, ensuring long-term client success through strategic oversight and engagement.
• Communication: Represent Keywords Studios at major industry conferences, providing strategic information and expert support at exhibition booths to increase company visibility and engagement.
• Enterprise: Expertly manage opportunities throughout the commercial lifecycle, from prospect selection to deal closure, ensuring smooth transitions and long-term client satisfaction.
• Data Analysis: Adhere to the company's advanced sales methodology, producing relevant reports and tracking key performance indicators to refine sales strategies and improve decision-making.

Ideal Candidate

• Experienced sales of player support services (clients), community management, player security (clients), and underlying technology platforms supporting these services, preferably in the video game industry or closely related sectors.
• Experienced relationship management, driving long-term partnerships and revenue growth.
• In-depth knowledge of CRM systems, player support technologies, and automation solutions, with a deep understanding of how they enhance operational efficiency and player experience.
• Collaborative spirit, with the ability to work cross-functionally with centralised teams, contributing to division growth and strategic alignment.
• Experience working with solution architecture teams and presenting a full range of services to clients.

Benefits

• Full-time position, plus benefits, including health and dental care, when employee eligibility becomes effective.
• Partnerships with STM, Telus, and BIXI (among others).
• Employee Assistance Program (EAP).

Recruitment Process

• You send us your updated CV.
• After reviewing your application, if your profile matches the role, we invite you to an online interview via MS Teams with one of our talent acquisition specialists.
• For most projects, there may be a second and/or third interview with a team lead or operations manager. This is an opportunity to ask questions and get to know each other better.
• At the end of our process, we hope you receive an offer and become our new colleague at Keywords Studios!

Our recruitment process is entirely online and remote. We value each application and evaluate each candidate individually. Our recruitment team will contact you as soon as possible to inform you of the status of your application. If you wish to join our team, we encourage you to apply. That's all from us. Now, the ball is in your court!

Language Skills

• English (communication with clients and global team members), written and spoken.

Privacy Policy

By providing your information in this application, you understand that we collect and process your information in accordance with our Candidate Privacy Notice. For more information, please visit our Candidate Privacy Notice at https://www.keywordsstudios.com/en/applicant-privacy-notice.

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We're looking for an Enterprise Account Manager to join our Player Engagement Sales & Business Development team. As an Enterprise Account Manager, you'll be responsible for developing and executing enterprise account plans, expanding product adoption, and uncovering whitespace opportunities within existing accounts.

You'll work cross-functionally with diverse teams and cultures to support customer success, legal and billing discussions, overall account strategy, and collaboration with the production team to protect revenues. You'll also leverage your industry network to create new opportunities and expand Player Engagement services across your accounts.

Account Management & Strategy

• Build and execute enterprise account plans, including defining strategies to expand share of wallet within existing customers by addressing whitespace opportunities.
• Work closely with product and customer success teams to expand adoption of Player Engagement services.
• Act as the single point of contact for customer health, including overall account strategy, legal and billing discussions, and increasing overall customer usage of Helpshift platform and services.
• Work with the production team to protect revenues.
• Receive & respond to customer RFIs/RFPs.
• Use existing networks within the games industry to open doors and create net new opportunities for Keywords with a focus on introducing Player Engagement Services.

Analytics

• Report on weekly, monthly, and quarterly pipeline opportunities and progress toward quarterly revenue goals.

Communication

• Work cross-functionally with internal teams to ensure alignment on account strategy and customer objectives.
• Communicate effectively with senior-level stakeholders (CxO, Studio Head, SVP, VP) to maintain strong customer relationships.
• Act as a trusted advisor, providing guidance and support to enterprise clients.

Requirements

• 5–7+ years of Account Management experience supporting Game Industry customers.
• Experience engaging with game publishers at executive levels (CxO, Studio Head, SVP, VP).
• Proven experience managing and growing an existing book of business in excess of $20M+ ACV.
• Experience selling to or working within the Player Engagement ecosystem.
• Strong critical thinking, commercial creativity, and process-driven execution.
• Data-driven mentality and ability to work through ambiguity.
• High attention to detail and ability to perform as a trusted advisor for customers.
• Excellent written and verbal communication skills.
• Self-motivated and able to thrive in a remote working environment.
• Willingness to travel as required.

What 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.

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What you'll do

The Customer Support Lead will oversee FAQ development, CS flow design, omnichannel infrastructure, VIP programs, and regional operations.

• Design automated support flows and escalation processes for mobile game operations.
• Develop and maintain FAQs, help center content, and in-game support libraries to enable player self-service.

What you need

• Strong understanding of player behavior and service expectations across diverse markets.
• Hands-on experience with omnichannel support and CS platforms (Zendesk, Helpshift).
• Proven ability to build FAQs, SOPs, and knowledge bases.

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