We are looking for an experienced Project Manager to join our Player Support Team, based in Japan. This is a fantastic opportunity to lead a remote team of 20+ to support a AAA gaming partner. You will lead 4 language-based teams, working closely with our client to drive quality and efficiencies in service delivery. Our preferred candidate would be a a gamer and have experience working the games industry.
Job description:
- Lead the daily operations of the team, managing, coaching, and supporting 4 team leads and their teams. .
- Proactively monitor and improve service levels through KPI tracking andanalysis, and implementing necessary changes, when required.
- Act as the main point of contact both internally and externally with partner, proactively communicating and escalating in a timely manner, when required ,
- Responsible forchecking and reviewing work and business reports before sending them to partner.
- Accountable for creating presentations to support weekly, monthly, and quarterly business reviews to report on the performance of the team, including sharing insights to support the data and highlight opportunities for improvement.
- Manage all staffing needs, including hiring, performance management, and vacation planning to ensure the team is running efficiently.
- Develop formal coaching plans and provide support to team members
- Ensure the team follows all company security guidelines and take required action, if necessary.
- Take on additional managerial tasks as needed.
- Flexibility for meetings that may fall outside regular hours due to time zone differences.
- Minimum of 4 years of customer service and/or technical support experience in a contact centre.
- Proven track record in managing and leading a small to mid-size team.
- Effective verbal and written communication skills in English (C1 Level)
- JLPT N1 fluency in Japanese or higher.
- Experienced in delivering excellent customer service via email and chat,
- Gamer or understanding of games and ability to provide in-depth gaming (PC/console/mobile) troubleshooting and support.
- Ability to create, analyse, and present information confidently
- Team management experience
- Team player mentality.
- Salary increase available
- Transportation expenses paid
- Free dress and hairstyle
- Various types of social insurance
- Annual paid leave system
- Full remote
About us:
PTW is a global games services company, providing technical and creative services to many of the largest developers and studios around the world. Founded in Japan in 1994, PTW has grown to become a global force in the gaming industry, with over 40 studios in 16 countries worldwide and offices across North America, Europe, South America, and Asia.
Our industry-leading services include art production, game development, quality assurance, player support, community management, localization, localization QA, audio production, and data collection. The PTW family of brands includes SIDE, 1518 Studios and Ghostpunch Games. For more information, visit
Top Skills
What We Do
We’re a global team of passionate, hard-working, ambitious gamers, whose goal is always to make every gamer's experience as perfect as possible. We’re dedicated to helping your players, because they’re part of our community too. We’ve been working hard for players, clients, and the games industry for over 26 years, providing industry-leading services to every part of the globe.
We believe great work gets done by teams who love what they do. This is why we approach every solution with an all-minds-on-deck strategy that leverages our global workforce's strength, creativity, and passion.
8,500+ passionate gamers
650+ top developers and publishers as clients
5.3 million hours QA testing
7 year average client partner tenure
2,500+ LQA titles
PTW is a boutique games services company with 40 offices in 11 countries worldwide. Our range of services include quality assurance, localization, customer experience, art production, game development services, and audio production services.
We believe that innovation comes in all sizes, which is why we take on projects of any size and love crafting a custom solution, no matter the scale.
PTW, comprised of global subsidiaries, is a UK-based holding company formed in 2016 under the umbrella of Poletowin Pitcrew Holdings, Inc. which is listed on the 1st Section of Tokyo Stock Exchange as 3657.
The PTW group includes SIDE, 1518 Studios, Entalize, The Game Dev Show, and OR Esports.
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