Since **1998**, we've been on a mission to **reshape** how players** interact** with their **favorite games**, growing into a integral 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**
As a Shift Lead, your responsibilities include providing assistance to agents and team leaders within the project, troubleshooting agents' technical issues before escalating to IT, and coaching new employees. Your primary goal is to ensure the smooth and effective operation of your shift.
**Main Responsibilities**:
This is not an exhaustive list of functions, responsibilities may vary dependent on the need of the role and changing business environment.
- Escalate last-minute absences and coverage issues to the team leader and Operations Manager.
- Review and monitor agents' daily performance through reports and available tools.




- Escalate more challenging issues and complex questions to the client, acting as a liaison between the client and the Keywords team.
- Monitor and respond to volume changes across support sites, adjusting focus and priorities according to client needs.
- Communicate project information clearly to agents, ensuring they have the most up-to-date and relevant information.
- Assist agents with their tasks and provide direction and feedback during shifts.
- Aid in training and coaching new and existing employees.
- Help troubleshoot technical issues encountered by agents.
- Conduct QC shadowing sessions and provide resulting feedback to agents, team leads, and Operations Managers.
- Foster a positive work environment by promoting engagement, resolving conflicts, and encouraging teamwork.
**Requirements**:
- **Excellent English** language skills.
- Experience in a customer support environment
- Strong Communication Skills
- **Proficient in managing both internal and external communications across multiple**
- _Familiarity with video game development cycles and key components such as_
- coding, game design, asset creation, and testing._
- Experience and familiarity with **Episode**highly preferred
- Experience with reporting tools and software such as Google sheets, Lookerstudio, JIRA, and Zendesk dashboards

📌 Shift Lead (Internal Recruitment) (Ciudad de México)
🏢 Keywords Studios
📍 Ciudad de México