{"version":"0.1","company":{"name":"YubHub","url":"https://yubhub.co","jobsUrl":"https://yubhub.co/jobs/skill/operations-team-lead"},"x-facet":{"type":"skill","slug":"operations-team-lead","display":"Operations Team Lead","count":1},"x-feed-size-limit":100,"x-feed-sort":"enriched_at desc","x-feed-notice":"This feed contains at most 100 jobs (the most recently enriched). For the full corpus, use the paginated /stats/by-facet endpoint or /search.","x-generator":"yubhub-xml-generator","x-rights":"Free to redistribute with attribution: \"Data by YubHub (https://yubhub.co)\"","x-schema":"Each entry in `jobs` follows https://schema.org/JobPosting. YubHub-native raw fields carry `x-` prefix.","jobs":[{"@context":"https://schema.org","@type":"JobPosting","identifier":{"@type":"PropertyValue","name":"YubHub","value":"job_0014f429-19d"},"title":"Customer Support Team Lead for Player Engagement | Bilingual - Japanese","description":"<p>We are seeking a Customer Support Team Lead for Player Engagement to join our team in Pasig, Metro Manila, Philippines. As a Team Lead, you will play a crucial role in ensuring the success of our projects, bridging the gap between Keywords Studios and our valued clients.</p>\n<p><strong>Key Responsibilities</strong></p>\n<ul>\n<li>Manage, set goals, and lead teams of specialists of varied sizes, both locally and remote.</li>\n<li>Proactively address project issues with teams and Project Manager to prevent disruptions.</li>\n<li>Uphold studio policy, process, and security standards as well as ensuring that project-related knowledge bases are up-to-date.</li>\n<li>Serve as an escalation point for client&#39;s customer issues.</li>\n<li>Train, coach shift leads, and conduct weekly one-on-one coaching sessions.</li>\n<li>Provide appropriate positive recognition and disciplinary warnings.</li>\n<li>Manage vacation requests, monitor attendance, and address lateness or absences.</li>\n</ul>\n<p><strong>Analytics</strong></p>\n<ul>\n<li>Monitor and manage ticket databases to ensure project KPIs and SLAs are met.</li>\n<li>Regularly review daily reports to identify and resolve anomalies.</li>\n<li>Create CRM/tool views for enhanced visibility and reporting.</li>\n<li>Good understanding of Player Support tools and processes, key support metrics, and how to apply them.</li>\n<li>Ability to read/interpret reports.</li>\n</ul>\n<p><strong>Communication</strong></p>\n<ul>\n<li>Maintain awareness of project status and provide regular reports to Operations Manager.</li>\n<li>Conduct regular quality control checks, identifying coaching opportunities within project processes.</li>\n</ul>\n<p><strong>Business</strong></p>\n<ul>\n<li>Create CRM/tool views for enhanced visibility and reporting.</li>\n<li>Develop training materials and assist in identifying areas for training material enhancement.</li>\n</ul>\n<p><strong>Requirements</strong></p>\n<ul>\n<li>Native level Japanese (preferably JLPT N1) and excellent English skills.</li>\n<li>Experience in Customer Support in an Operations Team Lead capacity.</li>\n<li>Flexibility in Shift Schedule.</li>\n</ul>\n<p><strong>Benefits</strong></p>\n<ul>\n<li>Non-taxable Allowances</li>\n<li>HMO and Life Insurance</li>\n<li>Paid Time Offs</li>\n<li>Annual Wellness Subsidy</li>\n</ul>\n<p style=\"margin-top:24px;font-size:13px;color:#666;\">XML job scraping automation by <a href=\"https://yubhub.co\">YubHub</a></p>","url":"https://yubhub.co/jobs/job_0014f429-19d","directApply":true,"hiringOrganization":{"@type":"Organization","name":"Keywords Studios","sameAs":"https://www.keywordsstudios.com/en/","logo":"https://logos.yubhub.co/keywordsstudios.com.png"},"x-apply-url":"https://apply.workable.com/j/253E82B68A","x-work-arrangement":"hybrid","x-experience-level":"mid","x-job-type":"full-time","x-salary-range":null,"x-skills-required":["Japanese","English","Customer Support","Operations Team Lead","Shift Schedule"],"x-skills-preferred":[],"datePosted":"2026-04-24T13:07:35.378Z","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Pasig"}},"employmentType":"FULL_TIME","occupationalCategory":"Operations","industry":"Technology","skills":"Japanese, English, Customer Support, Operations Team Lead, Shift Schedule"}]}