Player Support Shift Lead, Montreal, Keywords Studios

Published 2022-11-25
Expires 2022-12-25
ID #1277897957
Player Support Shift Lead, Montreal, Keywords Studios
Canada, Québec, Montréal,
Published November 25, 2022

Job details:

Job type: Full time
Contract type: Permanent
Salary type: Monthly
Occupation: Player support shift lead
Work from home:

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Scope of Role

The Shift Lead’s duties include moderation, tickets, and supporting the team, shared as necessary the Shift Lead and the Team Lead. The Shift Lead works on high-level tickets and content (complex tickets, escalations, soft skills, low certainty items), coaching agents on ticket handling strategies and processes regularly and in a timely manner. The Shift Lead assists the Team Lead in monitoring and disciplining their team, including but not limited to helping provide verbal warnings and other disciplinary actions alongside HR. The Shift Lead is required to set an example for other employees. As one of the senior members of the PS team, it is important that the Shift Lead leads by example and behaves in accordance with Keywords’ core values. #psh

Important note: This is an In-Office position for our Montreal office.

Key Responsibilities and Activities


Raise awareness about ongoing moderation-type spikes, queues that need support, and other time-sensitive changes.
Act as a subject matter expert for the team and products.
Answer questions and monitor chats.
Gather feedback from the team for bug reporting and escalation purposes.
Review open and on-hold tickets and produce reports on major blockers.
aintain and audit test devices.
Serve as an on-site Player Support liaison for ticket takers on any emerging issues and contact types.
Work proactively with the teams and the Team Lead to help solve issues before they impact the project.
Provide reports to the Team Lead and make sure they are aware of the project’s status.
Inform the Team Lead and Project Manager of issues before they impact the project.
Assist in ongoing ticket database monitoring and management to ensure that quality and productivity levels meet project

KPIs and SLAs.

Interact daily with local agents in person and with remote team members virtually.
Help maintain studio policies, processes, and security protocols.
Review agents’ daily reports and tickets for coaching opportunities.
Perform regular quality control checks according to the project’s defined processes.
Handle escalations for our client’s customers.
Create support content for players and end-users (self-help articles, issue-based communications, etc.).
Write standardized responses (macros) for the agents on the project.
Draft knowledge base (KB) articles related to processes, emerging issues, etc.
Supervise the team when the Team Lead is absent.
Run daily report checks on a regular basis


Help train new agents and mentor senior agents as necessary.
Stay up to date on process changes, client updates, new tasks, and other necessary information.
Provide coaching to improve the general quality of tickets.
Provide daily positive, constructive performance feedback to team members.
Provide both positive recognition and disciplinary warnings as required.
Help identify areas where training material may need to be reviewed.
Conduct weekly one-on-one coaching sessions with assigned employees.
Provide employees with metrics on their performance based on project KPIs or SLAs.


Maintain professional and courteous contact with clients.
Communicate important project-related information directly to the client as required, including reports, metrics, trending issues, and blockers.


Verify hours in When I Work within payroll deadlines as required.
Monitor employee attendance and flag late and absent employees.
Help maintain database workflows and processes.
Ensure internal and/or external project-related knowledge bases are maintained.
Assist the Team Lead in communicating employee warnings and disciplinary actions to Human Resources.
Assist Team Leads with project administration as necessary.
Assist with some reporting duties.


Perform Player Support representative duties as required.



Understanding of Player Support tools and processes
Understanding of key support metrics
Strong knowledge of the assigned title
Strong written and verbal communication skills in English
Ability to identify high-quality customer support tickets


Ability to multitask and prioritize effectively
Strong leadership skills
Detail-oriented and organized
Accountable and responsible
Flexible; adapts easily change
Able to give constructive feedback
Encourages others to maintain a high standard of accuracy and leads by example
Communicates honestly and openly
Listens actively, encourages others, and incorporates their input


Full-time schedule, plus employee benefits, including health and dental care, when eligible.
$19.20 per hour
Partnerships with STM, Telus, and BIXI (among others).
Employee Assistance Program.

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